Customer Relationship Manager

Role & responsibilities

Manage and maintain the customer database, keeping records accurate, segmented and up to date.

Plan and run CRM campaigns on WhatsApp, SMS, email and calls to drive repeat purchases and re-engage inactive customers.

Build and manage loyalty, referral and customer-appreciation programmes.

Handle customer queries, feedback and complaints quickly, and see each one through to resolution.

Track customer lifetime value, repeat rate, retention and campaign ROI, and share weekly and monthly reports.

Work with the sales, marketing and operations teams on offers, product launches and customer communication.

Collect and study customer feedback, and suggest ways to improve the product and service.

Keep records and daily MIS reports in the CRM software or Excel. Make sure customer data is handled confidentially and follows company policy.

Requirements

Education: Graduate in any field. An MBA or PGDM in Marketing is a plus. Experience: 2-4 years in CRM, customer success or client servicing. Experience in D2C, retail, lifestyle is preferred.

Tools: Hands-on with CRM tools such as Zoho, HubSpot, Salesforce or similar, plus WhatsApp Business and MS Excel or Google Sheets. Communication: Strong in both English and Hindi, spoken and written. Skills: Analytical, able to read customer data and turn it into actions. Customer-focused, well organised and professional.