Head of Customer Lifecycle & Engagement

Job Description: Head of Customer Lifecycle & Engagement (CRM, Call Center, Loyalty & BTL Marketing)

Sector: Green Fintech / Solar Direct-to-Consumer (D2C)

Location: Ghatkopar, Mumbai

ABOUT AEREM

Aerem is India's end-to-end platform making solar adoption simple for MSMEs and homeowners, empowering them to harness the power of sun and reduce electricity cost by up to 80%.

Our strength lies in delivering a comprehensive approach that addresses every friction point in solar adoption from finding the right installer to ensuring the right price, equipment, quality, and financing. We operate India's only RBI-licensed solar-focused NBFC and SunStore, a B2B marketplace that connects OEMs, distributors, and installation partners in a seamless ecosystem. This entire experience comes together on our integrated digital platform, allowing customers to manage their solar journey, from start to savings, in one place.

Backed by Blume Ventures, UTEC, Avaana Capital, British International Investment (BII), SE Ventures, and Riverwalk Holdings, we are dedicated to transforming India's solar energy landscape while delivering exceptional returns for businesses and supporting local solar entrepreneurs.

The Mission

We are building the future of sustainable energy. Our mission is to make solar adoption seamless and affordable through innovative fintech solutions and a direct-to-consumer approach.

As the Head of Customer Lifecycle & Engagement , you will be the architect of the customer journey after the initial click. You will lead the transition from "lead" to "loyalist," overseeing our high-touch call center, data-driven CRM strategies, community-focused loyalty programs, and high-impact BTL (Below-The-Line) field marketing.

Key Responsibilities

1. CRM & Marketing Automation

• Journey Mapping: Design and execute end-to-end communication workflows (Email, WhatsApp, SMS, Push) to nurture leads through the solar financing funnel.
• Segmentation: Use data to segment customers based on geography, credit profile, and energy needs to deliver hyper-personalized content.
• Retention: Implement "Save" programs to reduce churn in the pipeline and maximize Customer Lifetime Value (CLV).

2. Call Center & Inside Sales Leadership

• Operations Management: Lead and scale an internal/outsourced call center focused on lead qualification, financing assistance, and post-installation support.
• Performance Metrics: Own KPIs including First Response Time, Conversion Rate (Lead-to-Audit), and Net Promoter Score (NPS).
• Training: Develop scripts and empathy-based communication frameworks that simplify complex fintech and solar concepts for homeowners.

3. Loyalty & Referral Programs

• Advocacy Strategy: Build a "Solar Ambassador" program that incentivizes existing EPC partners for their purchase and to refer to their other EPC friends—a critical growth lever in D2C solar.
• Community Building: Create exclusive perks and educational content for the "green community" to foster long-term brand affinity.

4. BTL & Field Marketing

• Local Activations: Plan and execute hyper-local marketing efforts including community workshops, "solar demo days," and partnerships with local resident associations (HOAs).
• Collateral & Experience: Manage the creation of physical touchpoints (flyers, branded merchandise, event booths) that resonate with the local environment.

Who You Are

• The Hybrid Leader: You are equally comfortable diving into CRM data/SQL as you are coaching a call center agent or managing an event on-site.
• Experience: 8–12 years in CRM, Growth, or Customer Experience. Experience in Fintech, EdTech, or Renewables is highly preferred.
• Tech-Savvy: Expert-level knowledge of CRM tools (e.g., Salesforce, HubSpot, Braze, or MoEngage) and Call Center software.
• Communication: You can translate complex financial/technical jargon into clear, persuasive benefits for the everyday consumer.
• Mission-Driven: You have a genuine passion for the green energy transition and sustainability.