D2C Executive, Website & CRM

Insight Cosmetics

Role Overview

We are looking for a D2C & CRM Executive with strong hands-on experience in managing D2C operations, preferably for a Beauty, Cosmetics, FMCG or Consumer brand. The candidate will be responsible for driving website sales, managing day-to-day D2C operations and supporting customer retention and CRM initiatives.

Key Responsibilities

D2C / Website Management

• Manage day-to-day operations of the D2C website, including products, pricing, offers, promotions and inventory availability.
• Monitor website sales, orders, cancellations, returns, COD/prepaid mix and overall conversion.
• Coordinate with internal teams for smooth order processing, fulfilment and customer experience.
• Track website performance, identify gaps and implement corrective actions to improve sales and conversion.
• Plan and execute website offers, promotional campaigns and discount strategies.
• Analyse sales, traffic, conversion rate, AOV, repeat orders and other key D2C metrics.
• Coordinate with technology/website partners for resolving website issues and implementing required changes.
• Monitor product listings, content, banners, landing pages and promotional merchandising.

CRM / Customer Retention

• Manage CRM activities to drive repeat purchases, customer retention and customer lifetime value.
• Plan and execute customer communication campaigns through Email, WhatsApp, SMS and other relevant channels.
• Segment customers based on purchase behaviour, recency, frequency and value.
• Develop campaigns for new customers, repeat customers, inactive customers, cart abandoners and high-value customers.
• Track campaign performance including open rate, CTR, conversions, revenue and ROI.
• Analyse customer behaviour and provide insights to improve retention and repeat sales.

Analytics & Reporting

• Prepare regular D2C performance reports covering sales, orders, traffic, conversion, AOV, returns and customer metrics.
• Track campaign-wise sales and offer utilisation.
• Analyse customer and product-level data to identify growth opportunities.
• Work closely with Marketing, Performance Marketing, Customer Care, Warehouse and Finance teams to improve D2C performance.