About the role

Job Description – CRM & Website Manager (D2C)

Brand: Sesa Care (Sesa Care Pvt. Ltd.) www.sesacare.com

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.

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

3–5 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