CRM and Retention Manager

Location:Noida(Work from Office)

Experience:4-6years

Type:Full-time

About Luxmi Tea Estate

Luxmi Tea Estate is a legacy tea company rooted in some of Indias most celebrated tea-growing regions. With decades of craftsmanship and estate ownership, the brand blends heritage with modern sensibilities - bringing premium teas to a new generation of discerning consumers in India and globally. We own some of the most exciting brands in the tea category, like Luxmi,Makaibari,and more across markets like India, the US, UK.As we strengthen our D2C and digital presence,werebuilding a sharper, more contemporary content voice.

Overview

We areseekinga data-driven and commercially sharp CRM & Retention Manager to own customer lifecycle management across our D2Cbusinesses.

This role willbe responsible formaximizing customer lifetime value (LTV), improving repeat purchase rates, and driving revenue through structured lifecycle marketing across email, WhatsApp,SMS,and loyalty programs.

The ideal candidate combines strong analytical ability with customer empathy and hands-on execution in CRM platforms.

Key Responsibilities:

Customer Lifecycle Strategy

• Develop and execute end-to-end customer lifecycle journeys, including:
• Align lifecycle strategy with category launches, harvestcycles,and gifting seasons.

Retention & Revenue Growth

• Own repeat purchase rate,LTV,and CRM-driven revenue targets.
• Designcustomersegment strategies
• Create personalized campaigns to increase frequency and cross-sell (Tea Gifts & Accessories).

Channel Management

• Manage CRM execution acrossall channels
• Optimizecampaign timing, messaging, and offer strategy while protecting premium brand positioning.

Data & Analytics

• Track and analyze keyperformancemetrics
• Continuously test andoptimizesubject lines, segmentation,flows,and incentives.

Technology & Integrations

• Own CRM platforms and integrations (e.g., Shopify CRM,Klaviyo, WhatsApp API).

WhomWereLooking For

• 48 years of experience in CRM, lifecyclemarketing,or retention roles
• Strong hands-on experience with CRM tools (Klaviyo, HubSpot,MoEngage, etc.)
• Experience in D2C / eCommerce environments preferred
• Strong analytical and segmentation skills
• Understanding of premium brand communication
• Ability to balance revenue generation with brand integrity

Qualification

Graduate / Postgraduate in Marketing,Analytics,or related field preferred.