D2C Retention & Customer Relation Manager

D2C Retention & CRM Manager

Reports to: Head of Growth

Experience: 2-4 yrs, brand side preferred

Salary Range: 68 LPA

BetterHerbs is a fast-growing D2C wellness brand building clean, science-backed nutrition products for kids and mothers. Trusted by 2,50,000+ customers across India, our portfolio spans pregnancy nutrition, lactation, child development, focus, and hormonal wellness. We combine Ayurvedic wisdom with modern nutritional science to create products designed for the modern Indian family.

Owns:

Email Marketing (Flows, Campaigns & Overall Performance Metrics)

WhatsApp Marketing & Automation

Repeat Purchase & Customer Retention Strategy

Subscription & Habit-Building Journeys

CRM Team Management (Callers, Support Coordination, etc.)

Live Chat & Customer Communication Experience

Customer Lifecycle Management & Engagement

Experience Required:

2-4 years of experience in scaling revenue for D2C brands

Preferably from the brand side rather than agency background

Strong understanding of retention metrics like Repeat Rate, LTV, Cohort Analysis, CAC Payback, etc.

Experience with retention tools like Klaviyo, WhatsApp CRM tools, WebEngage, MoEngage, CleverTap etc. preferred

Key Responsibilities:

Build and optimize email, WhatsApp, and retention funnels to drive repeat revenue

Plan and execute campaigns around customer lifecycle stages

Increase repeat purchase rate and customer lifetime value (LTV)

Work closely with performance marketing and content teams for integrated campaigns

Analyse retention data, cohorts, and customer behaviour to improve conversion and engagement

Manage CRM operations, customer communication flows, and support coordination

Create subscription and habit-building journeys for long-term customer retention

Coordinate with design and content teams to ensure timely execution of campaigns

Behavioural Skills:

Data-driven and highly analytical

Strong ownership mindset

Customer-centric thinking

Good communication and team management skills

Creative problem solver with strong execution ability