Digital Customer Experience Manager

1 day ago

Nagpur, Maharashtra, India beBeeRelationship Full time ₹ 12,00,000 - ₹ 15,00,000
Customer Relationship Management (CRM) Specialist Job Description

We are seeking a highly skilled and experienced Customer Relationship Management (CRM) specialist to join our team. As a key member of our customer success team, you will be responsible for developing and implementing strategies to strengthen our relationship with customers and drive repeat business.

Key Responsibilities:
  • Customer Lifecycle Management
    • Design and execute customer retention journeys to onboard, engage, retain, cross-sell, win-back, and prevent churn.
    • Increase Repeat Purchase Rate, Average Order Value (AOV), and Customer Lifetime Value (CLV) through targeted CRM strategies.
    • Segment customers using RFM (Recency, Frequency, Monetary) and behavioral cohorts.
  • Campaign & Channel Management
    • Own CRM campaigns across email, SMS, WhatsApp, and Push Notifications with sharp personalization.
    • Collaborate with performance marketing and creative teams to craft high-converting retention campaigns.
    • Ensure consistent brand voice, empathy, and care in all CRM communications.
  • Loyalty & Retention Programs
    • Strengthen our loyalty program by driving sign-ups, redemptions, and customer delight.
    • Develop VIP and subscriber programs to improve LTV.
    • Partner with CX teams to ensure issue resolution translates into retention opportunities.
  • Data, Analytics & Reporting
    • Track key retention metrics: Repeat Rate, Churn %, LTV, CAC:CLV ratio, ROAS on retention.
    • Run A/B tests to optimize messaging, cadence, and offers.
    • Build weekly dashboards and insights for leadership.
  • Tools & Technology
    • Manage CRM/automation tools like Klaviyo, WebEngage, MoEngage, Clevertap, Shopify CRM integrations.
    • Drive data hygiene, personalization logic, and automation workflows.
    • Explore AI-driven segmentation and predictive churn tools.

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