Company Overview
Sesa Care Pvt. Ltd. is a leading Indian manufacturer and exporter of Ayurvedic hair and wellness products. We combine the science of Ayurveda with modern, best-in-class practices to create authentic, effective, and affordable products. With a strong D2C presence, we are scaling aggressively and are looking for talent that can help us build a best-in-class consumer experience across our website and retention platforms.
Position Overview
We are seeking a CRM & Website Manager who will own customer lifecycle management and website performance. The role requires strong expertise in the Shopify ecosystem, retention/CRM platforms (KwikEngage, WebEngage, MoEngage, Klaviyo, etc.), customer segmentation, analytics, and website operations.
This is a highly data-driven role focused on improving repeat purchases, LTV, customer experience, and conversion rates through sharp insights and execution. The ideal candidate should also bring a creative knack to drive engaging customer communications and collaborate closely with design teams for campaign content.
Budget: Upto 9LPA
Key Responsibilities
CRM & Retention Marketing
- Own customer segmentation, lifecycle journey design, and campaign execution across WhatsApp, email, and SMS.
- Drive repeat purchase, subscription models, loyalty, and referral programs.
- Analyze customer behavior, cohorts, and churn patterns to build effective retention strategies.
- Work on KwikEngage (checkout and CRM partner) and other CRM tools to drive seamless checkout and personalized experiences.
- Create and automate customer engagement flows such as order confirmations, cart reminders, product queries, and post-purchase follow-ups.
- Collaborate with designers and contribute creatively to messaging, campaign copy, and content direction for retention marketing.
Website & Shopify Management
- Manage and optimize Shopify store backend including theme, UX, plugins, and app ecosystem.
- Monitor and enhance checkout flows, payment gateway integrations, and order reconciliation.
- Coordinate with developers to ensure site speed, funnel optimization, and bug resolution.
- Implement new Shopify apps and automation tools to enhance customer experience.
Analytics & Insights
- Build and track dashboards using GA4, Shopify Analytics, Power BI, and retention tools.
- Track and improve KPIs: Conversion Rate, LTV, CAC, AOV, RTO, Churn.
- Conduct A/B testing for creatives, landing pages, messaging, and retention campaigns.
- Use data-driven insights to continuously improve retention, customer engagement, and website performance.
Cross-Functional Collaboration
- Partner with Performance Marketing, Tech, Supply Chain, and Customer Support teams to ensure aligned execution.
- Ensure smooth order fulfillment, reduced RTOs, and improved NPS.
- Drive alignment with external tech/CRM partners and internal stakeholders.
Qualifications & Experience
- 35 years of experience in CRM + Website/D2C management.
- Proven expertise with Shopify backend and apps.
- Strong hands-on knowledge of GA4, Shopify Analytics, QuickEngage (or similar checkout partners), and CRM tools.
- Deep understanding of customer segmentation, lifecycle marketing, and retention strategies.
- Exposure to payment gateways, checkout flows, and website troubleshooting.
- Excellent analytical, problem-solving, and project management skills.
- Experience building and managing automation flows for various customer touchpoints and lifecycle stages.
- Creative sensibility to write or guide compelling campaign copy and work collaboratively with designers.
Desirable Attributes
- Experience in personal care, wellness, or Ayurveda/FMCG brands.
- Familiarity with tools like Klaviyo, MoEngage, WebEngage.
- Strong ability to interpret customer data and translate it into actionable insights.
- Entrepreneurial mindset, ability to work independently, and manage multiple projects
