At AFK Ventures, CRM is not just communication — it is a core revenue engine.
We are looking for a high-impact CRM Manager who can build and scale a data-driven customer lifecycle system that drives repeat purchases, maximizes customer lifetime value (CLV), and improves retention across all channels.
You will own the entire customer engagement funnel — from first interaction to repeat purchase and reactivation — and play a key role in building a predictable and scalable retention machine.
Core Responsibilities1. Customer Lifecycle & Retention Strategy
- Design and implement end-to-end lifecycle journeys:
Acquisition → Activation → Engagement → Retention → Reactivation
- Build structured CRM frameworks to improve customer stickiness
- Continuously optimize lifecycle flows to increase repeat purchase frequency
2. Campaign Planning & Execution
- Plan and execute high-impact campaigns across:
- Email marketing
- WhatsApp automation
- SMS campaigns
- Push notifications
- Align CRM campaigns with marketplace events (Myntra, Ajio, Nykaa, Flipkart sales)
- Drive personalized campaigns based on user behavior and preferences
3. Customer Segmentation & Personalization
- Build advanced segmentation based on:
- Purchase behavior
- Frequency & recency (RFM models)
- AOV and customer value tiers
- Implement hyper-personalized communication strategies
- Create targeted campaigns for high-value, dormant, and new users
4. Retention & Revenue Optimization
- Increase repeat purchase rate and CLV
- Design retention-led offers, loyalty programs, and incentives
- Reduce churn through proactive engagement strategies
- Identify and scale high-performing customer cohorts
5. Automation & CRM Tech Stack
- Set up and manage automated flows such as:
- Welcome journeys
- Abandoned cart recovery
- Post-purchase engagement
- Win-back campaigns
- Work with tools like MoEngage, WebEngage, CleverTap, or similar platforms
- Continuously optimize automation for efficiency and scale
6. Data Analytics & Performance Tracking
- Track and analyze key CRM metrics:
- Open rate, CTR, conversion rate
- Retention rate, churn rate
- Campaign ROI
- Conduct cohort analysis and customer behavior tracking
- Build dashboards and present insights to leadership
7. Customer Experience Enhancement
- Monitor customer feedback, ratings, and reviews across platforms
- Identify friction points in the customer journey
- Work cross-functionally to improve customer experience
8. Cross-functional Collaboration
- Work closely with:
- E-commerce team (sales alignment)
- Marketing team (creative and messaging)
- Operations team (customer experience improvements)
- Ensure CRM is integrated into overall business strategy
Pay: ₹20,000.00 - ₹35,000.00 per month
Work Location: In person
