Dedicated Customer Relationship Manager

3 days ago

Mumbai, Maharashtra, India beBeeRetention Full time ₹ 90,00,000 - ₹ 1,20,00,000
Job Description

We are seeking a dedicated and experienced professional to enhance customer relationships. This role will focus on managing the customer lifecycle, personalization, loyalty, and repeat purchase growth across digital channels.

Key Responsibilities:

  • Design and execute customer retention strategies: onboarding, engagement, repeat, cross-sell, win-back, and churn prevention.
  • Increase Repeat Purchase Rate, Average Order Value, and Customer Lifetime Value through targeted CRM approaches.
  • Segment customers using Recency, Frequency, Monetary (RFM) analysis 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 driving sign-ups, redemptions, and customer satisfaction.
  • Develop VIP & Subscriber Programs to improve Long-Term Value.
  • Partner with Customer Experience teams to ensure issue resolution translates into retention opportunities.

Data, Analytics & Reporting

  • Track key retention metrics: Repeat Rate, Churn %, Customer Lifetime Value, Cost per Acquisition:Customer Lifetime Value ratio, Return on Ad Spend 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.

Desired Skills & Experience

  • 35 years of experience in CRM, Retention, or Customer Engagement in Direct-to-Consumer/Consumer Brands.
  • Strong knowledge of CRM tools, automation, and analytics platforms. Webengage, Moengage
  • Analytical mindset comfort with data, cohort analysis, and A/B testing.
  • Creative thinker with ability to personalize content and storytelling.
  • Strong understanding of customer empathy and solution-driven communication (aligned with our care-first ethos).
  • Exposure to eCommerce/beauty/wellness industry preferred.

Why Us

  • Opportunity to scale a high-growth D2C brand trusted by millions.
  • Work in a fast-paced, entrepreneurial environment where ideas are valued.
  • Be part of a purpose-led, sustainable brand shaping the future of clean beauty.
  • Growth path into CRM & Retention leadership roles.

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