CRM Head Ecommerce

Job Description

Job Description – CRM Head (E-Commerce) Role Summary: We are seeking a seasoned CRM Head to lead the charge on building and scaling our CRM function. You will design and implement consumer-centric strategies to enhance engagement, increase LTV, and drive data-backed decisions. This role is ideal for someone passionate about customer behavior, segmentation, lifecycle marketing, and leveraging insights to create impactful journeys. Key Responsibilities: Own the end-to-end CRM roadmap across email, SMS, WhatsApp, push notifications, and loyalty programs. Segment the customer base to craft tailored lifecycle journeys (acquisition, onboarding, repeat, retention, win-back). Optimize automation flows using platforms like Klaviyo, MoEngage, or similar. Deep-dive into customer data (buying patterns, feedback, churn signals) to build detailed personas and journey maps. Translate consumer behavior into actionable insights for product development, content, and CX teams. Set up regular feedback loops from CSAT/NPS, customer support tickets, and community forums. Define KPIs such as CLTV, retention rates, churn, reactivation rates, and AOV. Develop dashboards and reports to track CRM performance and consumer trends. A/B test campaigns and optimize based on performance metrics. Work closely with Performance Marketing, Product, and Tech teams to align on targeting and messaging. Guide the creative team with briefs based on audience insights and past campaign performance. Build and mentor a lean CRM team focused on experimentation and data-driven execution. Stay updated on CRM and nutraceutical industry trends, platforms, and best practices. Requirements: 3-5 years of CRM and consumer engagement experience in D2C/E-commerce, ideally in nutraceuticals, FMCG, or wellness sectors. Strong understanding of CRM tools and customer data platforms. Proven experience in leveraging data for segmentation and personalization. Strong analytical, problem-solving, and communication skills. Passion for health, wellness, and consumer-first thinking. Nice to Have: Experience in subscription-based models or loyalty program design. Exposure to AI-driven personalization or predictive analytics. Familiarity with tools like GA4, Mixpanel, Looker Studio. Show more Show less