Senior Manager Retention & Customer Success D2C

About MetaMorph:

MetaMorph partners with organizations to scale and innovate by putting people at the center of their strategy. With experience across 220+ organizations, we help align talent, enhance capabilities, and build strong employer brands through data-driven insights and end-to-end support.

About our Client:

A fast-growing premium consumer lifestyle brand focused on creating high-quality wellness and personal care experiences for modern consumers. The company is building a strong digital-first presence through innovative products, community-driven engagement, and customer-centric brand experiences. With a sharp focus on retention, customer satisfaction, and scalable growth, the brand continues to expand its footprint across online and offline channels while delivering personalised experiences at every customer touchpoint.

About the Role

We are looking for a hands-on leader to drive both Retention/CRM and Customer Success functions. This role will focus on improving repeat purchases, customer experience, and operational efficiency while managing and scaling the support team.

Key Responsibilities:

• Own CRM strategy, customer journeys, and lifecycle campaigns across Email, WhatsApp, SMS, and Push Notifications
• Drive repeat purchase rate, customer engagement, and CRM-led revenue Work on audience segmentation, automation workflows, and campaign performance tracking
• Collaborate with marketing and product teams on customer engagement initiatives
• Track key metrics such as open rates, CTRs, conversions, and repeat orders Customer Success
• Lead and manage Customer Support Executives with clear KPIs and performance reviews
• Handle escalations and ensure quick resolution of customer concerns.
• Improve CSAT and ticket resolution turnaround time
• Coordinate with ops, logistics, and internal teams to solve recurring issues
• Build SOPs, templates, and processes to improve customer experience

What We’re Looking For:

• 4+ years of experience in CRM, Retention, or Customer Success roles
• Prior experience in D2C, consumer brands, or e-commerce setups preferred
• Hands-on experience with tools like WebEngage, MoEngage, KwikEngage, or similar
• Strong analytical and stakeholder management skills
• Experience managing customer support or operations teams
• Ability to work in a fast-paced, high-ownership environment