Strategic Customer Experience Manager

4 days ago

Mumbai, Maharashtra, India beBeeLuxury Full time US$ 12,00,000 - US$ 15,00,000
Job Title

The CRM Manager is a key role responsible for the development and execution of a customer retention and loyalty strategy aligned with business objectives.

They oversee the implementation and optimization of the CRM platform, analyze customer data to create effective segmentation models for targeted campaigns, and design lifecycle marketing strategies.

Key Responsibilities:

  • Customer Relationship Management (CRM):
    • Develop and execute a customer retention and loyalty strategy aligned with business goals.
    • Oversee the implementation and optimization of the CRM platform.
    • Analyze customer data to build effective segmentation models for targeted campaigns.
    • Design and refine lifecycle marketing campaigns.
    • Collaborate with sales, marketing teams to deliver personalized customer experiences.
    • Track key metrics: repeat purchase rate, customer lifetime value (CLV), churn rate, etc.
  • Online Reputation Management (ORM):
    • Monitor and manage the brand's online presence across review platforms.
    • Respond professionally to reviews, comments, and queries - turning negative feedback into opportunities for customer recovery.
    • Design proactive reputation-building initiatives, including review collection campaigns and influencer collaborations.
    • Prepare ORM reports, highlighting sentiment analysis, review trends, and potential reputational risks.
    • Work closely with PR and digital marketing to align messaging and tone of voice.
  • Leadership & Strategic Responsibilities:
    • Lead a small team or coordinate with external agencies for CRM and ORM execution.
    • Develop monthly and quarterly performance reports with actionable insights.
    • Contribute to overall marketing and CX strategy from a data and feedback-driven perspective.
    • Stay current with CRM and ORM best practices, tools, and trends - especially in the luxury and jewellery sectors.

Requirements include minimum 3-4 years of experience in CRM, ORM, or customer lifecycle roles preferably in luxury, fashion, jewelry, or high-end retail. Strong command of CRM tools (e.g., Zoho CRM, Salesforce, HubSpot) and ORM/review monitoring tools (e.g., Google Alerts, Brand24, Mention) is required. Excellent written and verbal communication skills are essential. Strong analytical mindset with proficiency in Excel, dashboards, and reporting tools is necessary. Prior experience working with HNI (High Net-worth Individual) clientele is an advantage. Creative thinker with an eye for luxury branding and personalized customer journeys is desired. Ability to handle customer calls, relationship management & escalations, conflict resolution is necessary.

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