CRM and Retention Manager

Location: Noida (Work from Office) 

Experience: 4 - 6 years 

Type: Full-time 

About Luxmi Tea Estate 

Luxmi Tea Estate is a legacy tea company rooted in some of India’s 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, we’re building a sharper, more contemporary content voice. 

Overview 

We are seeking a data-driven and commercially sharp CRM & Retention Manager to own customer lifecycle management across our D2C businesses. 

This role will be responsible for maximizing 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, harvest cycles, and gifting seasons. 

Retention & Revenue Growth 

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

Channel Management 

• Manage CRM execution across all channels 
• Optimize campaign timing, messaging, and offer strategy while protecting premium brand positioning. 

Data & Analytics 

• Track and analyze key performance metrics 
• Continuously test and optimize subject lines, segmentation, flows, and incentives. 

Technology & Integrations 

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

Whom We’re Looking For 

• 4–8 years of experience in CRM, lifecycle marketing, 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.