Job Description

Job Title: Customer Lifecycle Manager

Location: Dehradun

Experience: 4-8 years in CRM, Retention Marketing, or Lifecycle Management for FMCG/D2C brands.

About Kiwi Kisan Window

Kiwi Kisan Window is an omnichannel FMCG brand offering 250+ healthy & unique flavors of India including:

Healthy Kitchen Essentials:Pulses, oils, spices, flours, millets, dry fruits

Healthy Snacks & Beverages: Trail mixes, mukhwas, millet noodles, teas, and functional drinks

Retail Stores: 8 - Scaling to 35 by March 2026

D2C Website & Quick Commerce: Rapid 10x scale-up across Zepto, Blinkit, Instamart

As featured on Shark Tank India (Season 4, Episode 5), we're on a mission to redefine how India eats - and we're hiring a Customer Lifecycle Manager to build powerful retention journeys and maximize LTV.

Role Overview

You'll be responsible for designing and managing the entire post-acquisition journey - from welcome flows and onboarding to churn win-backs and loyalty campaigns for both online and offline customer. Your goal: maximize repeat purchase rate, AOV, and customer lifetime value across channels.

Key Responsibilities

1 Lifecycle Strategy & Planning

- Map customer journeys and identify key lifecycle stages: new, active, high-value, dormant, churned

- Define communication triggers and touchpoints for each stage across email, WhatsApp, SMS, web notification.

- Segment customers using RFM and behavior data to personalize messaging

2 CRM & Automation Campaigns

- Build and optimize flows using tools like Bitespeed, Shopify, WebEngage, MoEngage, or any CRM.

- Manage welcome sequences, reorder nudges, replenishment flows, loyalty campaigns, and subscription renewals

- A/B test content, send times, discount strategies, and CTAs to improve performance

3 Data-Driven Retention & Upsell Tactics

- Monitor KPIs : Repeat Rate, LTV, CAC Payback, Churn Rate, AOV

- Launch cross-sell and bundling campaigns (e.g., "Healthy Snacking Add-ons", "Smart Kitchen Combos")

- Identify at-risk customers and trigger win-back campaigns with curated offers and storytelling

4 Loyalty, Referral & Subscription Programs

- Build scalable loyalty/reward frameworks to increase stickiness and repeat frequency

- Partner with tech/ops to launch or improve a subscription model for core SKUs (ghee, oils, snacks)

- Drive referral marketing loops and build community features to deepen brand connection

5 Collaboration & Insights

- Collaborate with - CX, product, and brand teams- to improve journey gaps and UX

- Translate customer feedback and ticket trends into better communication and retention triggers

- Present - monthly lifecycle dashboards- to founders and growth leads

Key Performance Indicators (KPIs)

- Repeat Purchase Rate- : Target - 70% within 45 days

- Customer Lifetime Value (LTV):- Increase LTV by 30% over 6 months

- Churn Rate:- Reduce drop-off from first-time buyers by 25%

- AOV Growth:- Drive bundling and upsell strategies that lift average order value

- WhatsApp Metrics:- Open rate - 50%, CTR - 10%, Unsub < 0.5%

Who Should Apply ?

- 4-8 years experience in CRM, retention, or lifecycle marketing for FMCG, D2C, or subscription-based brands

- Hands-on with BiteSpeed, Shopify, Advance Excel, AI and any other CRM.

- Strong command of customer segmentation, behavioral data, and funnel analytics.

- Creative and analytical mindset - able to test, learn, and scale rapidly

- Familiarity with Shopify, GA4, Meta pixel tracking, and attribution modeling.

- Bonus if you've worked at: The Whole Truth, Farmley, Yoga Bar, Epigamia, Slurrp Farm, etc.

Why Join Kiwi Kisan Window ?

- Lead retention strategy- for a brand scaling 10x across D2C and retail

- Own the entire lifecycle function- from first touch to brand loyalty

- Collaborate with founders- and top-tier teams to build a customer-obsessed company

- Work in a Shark Tank-featured company- shaping the future of food in India

Job Types: Full-time, Permanent

Pay: ?30,000.00 - ?50,000.00 per month

Benefits:

Paid sick time Paid time off
Schedule:

Day shift Morning shift
Ability to commute/relocate:

Dehradun, Uttarakhand: Reliably commute or planning to relocate before starting work (Preferred)
Experience:

Bitespeed Software: 1 year (Required)
Work Location: In person