Customer Relationship Manager

6 days ago

Bengaluru India Team Pumpkin Full time

Job Description Job Title: Customer Relationship Manager RUMI Fine Fragrances Location: Bangalore (On-site) Type: Full-time About RUMI Fine Fragrances RUMI was created with a bold ambition to build the first truly global fragrance brand from India, crafted with world-class excellence and rooted in the artistry of Indian perfumery. To bring this vision to life, we're assembling a founding team of people driven by passion, creativity, and obsession not just skills. If you're someone who loves structure, routine, or balance, this won't be the right fit. If you wake up excited to build something extraordinary from scratch welcome. Role: Customer Relationship Manager What You'll Own You will build RUMI's CRM engine from zero to world-class. Your Mission Is Simple Make every customer fall in love with RUMI and come back again and again. From retention flows to loyalty moments to personalised storytelling, you'll shape an experience that feels premium, thoughtful, and unforgettable. Key Responsibilities - Build and manage RUMI's CRM strategy across email, SMS, WhatsApp, and loyalty journeys. - Develop automated and personalised flows for onboarding, replenishment, win-backs, upsells, cross-sells, and post-purchase experiences. - Craft messaging that feels premium, sensory, and aligned with the brand's emotional tone. - Build segmentation logic to deliver communication that feels bespoke, not broadcast. - Track and improve retention metrics repeat rate, LTV, churn, activation. - Work closely with the D2C and brand teams to ensure campaigns feel cohesive and on-brand. - Plan and execute monthly CRM calendars, including new product launches and seasonal moments. - Test, learn, optimise subject lines, creative formats, send times, content types. - Collaborate with performance and product teams to create feedback loops that build a more personalised experience. - Monitor customer feedback, reviews, NPS, and conversations to identify opportunities for delight. - Lead loyalty and membership initiatives that reward high-value customers and build advocacy. What Makes You a Great Fit - 34 years of CRM/retention experience at a D2C, beauty, FMCG, lifestyle, or luxury brand. - Strong understanding of CRM platforms (Klaviyo, Mailchimp, MoEngage, WebEngage, etc.). - A mix of analytical thinking and creative storytelling you can read numbers but write emotionally. - You understand how to build flows, segment audiences, and optimise for LTV. - You appreciate great aesthetics and brand voice; your communication feels premium. - Highly organised, detail-oriented, and comfortable experimenting at speed. - Thrive in an early-stage, high-ownership environment where things move fast. - A passion for fragrances or luxury branding is a big plus. What You'll Get - The chance to build a CRM engine for a global luxury brand from the ground up. - Freedom to experiment and create personalised experiences that truly matter. - A team that pushes each other, supports each other, and has a lot of fun doing it. - A front-row seat in shaping how RUMI builds lifelong relationships with its customers.

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