Role Overview:
We are looking for a CRM Lead to own and scale customer retention, engagement, and lifecycle growth across our D2C brands. This role is ideal for someone with a strong analytical and engineering mindset who understands how to build automated customer journeys, optimize retention funnels, and drive repeat revenue through data-led interventions.
The candidate should have prior experience working with a D2C brand in a lifecycle/CRM/retention role, with hands-on exposure to CRM platforms, WhatsApp marketing, and multi-channel customer engagement ecosystems.
Key Responsibilities:
- Retention Strategy:
- Own end-to-end lifecycle marketing strategy across acquisition-to-retention funnels.
- Design and optimize customer journeys across onboarding, activation, engagement, repeat
purchase, and reactivation stages. - Improve retention metrics including repeat rate, LTV, churn reduction, and customer engagement.
- CRM & Automation:
- Manage and optimize CRM platforms and marketing automation tools.
- Build automated workflows, segmentation frameworks, and trigger-based communication
journeys. - Implement lifecycle experiments and continuously improve flows through testing and iteration.
- Channel Management:
- Lead retention channels including:
- WhatsApp marketing
- Email marketing
- SMS
- Other emerging retention channels
- Ensure consistent and personalized communication across all customer touchpoints.
Cross-functional Collaboration - Collaborate with Performance Marketing, Creative, and brand teams to ensure lifecycle
integration across the customer journey. - Align lifecycle initiatives with brand campaigns, launches, and promotional calendars
Ideal Candidate Profile:
- 8+ years of experience in CRM / Retention roles.
- An engineering degree is mandatory, with preference for candidates who demonstrate strong
analytical, systems-thinking, and data-driven problem-solving capabilities. - Prior experience working with a D2C or consumer internet brand is preferred.
- Hands-on experience with CRM and automation tools (e.g., MoEngage, WebEngage, CleverTap,
HubSpot, Klaviyo, etc.). - Experience managing WhatsApp and conversational commerce platforms.
- Strong understanding of customer funnels, segmentation, and lifecycle metrics.
- Comfortable working in a fast-paced, experimentation-driven environment.
About Encompass:
Encompass , a publicly listed company, is a House of Brands focused on building high-impact premium D2C brands. Our current brands span across home, lifestyle, and gourmet food categories. The current brand portfolio includes:
Stoa Paris - A premium home and lifestyle brand offering French-inspired bedsheets, comforters, and home décor, focused on modern design, comfort, and quality materials.
Small Batch - A gourmet food brand offering chef-crafted, small-batch sauces and condiments designed to bring premium dining flavours into everyday meals.
Blisshomes - A bold, youth-focused lifestyle brand offering personality-driven home and lifestyle products designed for modern, expressive spaces.