About Sevora

Sevora is India’s first stylist-led fashion commerce platform, offering curated premium fashion, personalized styling, quick delivery, and Try-at-Home experiences.

We are building a technology-led fashion ecosystem that combines fashion, personalization, convenience, and intelligent customer engagement to transform how customers discover and shop for fashion.

Role Overview

We are looking for a CRM & Retention Executive to own the execution of customer lifecycle campaigns, CRM automation, segmentation, and retention initiatives at Sevora.

The role will focus on driving customer engagement, repeat purchases, retention, and CRM-attributed revenue through personalized, data-driven communication across Push Notifications, WhatsApp, Email, SMS, and In-App Messaging.

The ideal candidate should have a strong understanding of customer behaviour, lifecycle marketing, and CRM platforms such as MoEngage, WebEngage, CleverTap, or similar customer engagement tools.

Key Responsibility Areas

1. CRM & Customer Lifecycle Management

Manage customer engagement across onboarding, activation, retention, reactivation, and loyalty stages.
Build customer segments based on behaviour, purchase history, preferences, engagement, and lifecycle stage.
Identify high-value, repeat, inactive, dormant, and at-risk customer cohorts.
Execute personalized lifecycle communication strategies for different customer segments.

2. CRM Campaign Execution & Communication

Plan and execute campaigns across Push Notifications, WhatsApp, Email, SMS, and In-App Messaging.
Own the CRM communication calendar across campaigns, new arrivals, designer drops, collections, and festive events.
Manage campaign segmentation, personalization, scheduling, deep links, channel mix, and communication frequency.
Coordinate campaign copy, communication briefs, creatives, testing, and QA before publishing.

3. Customer Journeys & Marketing Automation

Build and manage automated journeys for onboarding, browse abandonment, cart abandonment, wishlist, and post-purchase engagement.
Execute repeat purchase, reactivation, win-back, cross-sell, and high-value customer journeys.
Monitor automated journeys and continuously optimize triggers, audience rules, communication, and conversion performance.
Identify lifecycle gaps and new automation opportunities based on customer behaviour.

4. Retention, Personalization & CRM Revenue

Execute strategies to improve customer retention, repeat purchase rate, purchase frequency, and customer lifetime value.
Develop personalized campaigns based on browsing behaviour, brand affinity, category preferences, price range, and shopping patterns.
Support loyalty, referral, re-engagement, and customer incentive initiatives.
Track CRM-attributed revenue, offer and coupon performance, and identify opportunities to increase revenue from existing customers.

5. CRM Analytics, Technology & Optimization

Track campaign engagement, conversions, customer journeys, retention, and CRM-attributed revenue.
Analyse performance across channels, customer segments, campaigns, and cohorts and conduct regular A/B tests.
Work with Product and Technology teams on CRM events, user attributes, SDK integrations, deep links, and customer data flows.
Ensure customer consent, communication preferences, opt-outs, and CRM data accuracy are appropriately maintained.

Key Performance Indicators (KPIs)

CRM-Attributed Revenue
Customer Retention Rate
Repeat Purchase Rate
Customer Reactivation Rate
Campaign Conversion Rate
Automated Journey Revenue
Cart & Browse Recovery Rate

Ideal Candidate Profile

Experience

2–5 years of experience in CRM, Retention Marketing, Lifecycle Marketing, Marketing Automation, D2C, or E-commerce.
Hands-on experience executing multi-channel CRM and customer lifecycle campaigns is preferred.
Experience with fashion, beauty, lifestyle, luxury, retail, or consumer brands will be an advantage.

Software & Technology Skills

Customer Engagement & Marketing Automation

Hands-on experience with one or more of the following is preferred:

MoEngage
WebEngage
CleverTap
Netcore Cloud
Braze
Insider or similar customer engagement platforms

CRM & Marketing Automation Capabilities

Customer Segmentation
Behavioural Events & User Attributes
Customer Journeys & Automation
Funnels & Cohorts
Trigger-Based Campaigns
Push Notifications & In-App Messaging
A/B Testing & Personalization
Campaign Analytics
Deep Linking

WhatsApp & Communication Platforms

Exposure to platforms such as:

Interakt
WATI
AiSensy
Gallabox
Gupshup
WhatsApp Business API platforms

Analytics & Reporting

Microsoft Excel / Google Sheets
Google Analytics 4
Looker Studio
CRM Analytics & Dashboards

Technical Understanding

CRM Event Tracking
Deep Links
UTM Tracking
SDK Integrations
Basic API and Data Integration Concepts

Core Skills

Customer lifecycle and retention marketing
CRM campaign execution and marketing automation
Customer segmentation and behavioural targeting
Data analysis and campaign optimization
Strong campaign copy and communication understanding
Attention to detail and campaign QA
Understanding of e-commerce funnels and customer behaviour

Personal Attributes

Data-driven and analytical
Proactive and solution-oriented
Highly organized and accountable
Strong attention to detail
Customer and revenue-focused
Comfortable working in a fast-paced startup environment

Location

Kolkata – Work from Office

Why Join Sevora?

Build Sevora’s CRM and retention function from the ground up.
Work hands-on with modern customer engagement and marketing automation platforms.
Directly impact customer retention, repeat purchases, and CRM revenue.
Work at the intersection of fashion, technology, data, and commerce.
High ownership and strong career growth opportunities.

CRM & Retention Executive