Customer Relationship Manager

3 days ago

Kolkata, West Bengal, India Spencers Retail Full time ₹ 12,00,000 - ₹ 24,00,000 per year

Job Title: Manager Marketing Analytics & CRM

Location: Kolkata (Head Office)

Role Summary:

We are seeking a sharp, consumer-obsessed Marketing Analytics & CRM Manager who can translate behavioral data into meaningful business actions. This is a strategic role responsible for driving insight-led marketing, owning the CRM function, and building a strong data-backed feedback loop for all key marketing and customer initiatives. The ideal candidate will combine analytical depth with a strong understanding of consumer behavior and business dynamics in a modern retail environment.

Key Responsibilities:

Consumer & Behavioral Analytics:


• Analyze customer cohorts, purchase journeys, and behavioral patterns to uncover growth opportunities.


• Build logic-based hypotheses around customer triggers and translate them into segmentation strategies and marketing interventions.


• Develop behavioral models (e.g., churn, LTV, next-best action) and test them across campaigns.

CRM Leadership:


• Lead end-to-end CRM strategy from platform management to campaign execution and performance analysis.


• Drive personalized, omni-channel customer journeys (email, SMS, app, WhatsApp) focused on engagement, retention, and reactivation.


• Partner with tech and Martech teams to automate, personalize, and scale CRM efforts.

Marketing & Campaign Analytics:


• Design pre-post, control-test, and incremental sales models to measure marketing campaign efficacy.


• Track KPIs including ROI, AMS uplift, conversion rates, repeat visits, and customer stickiness.


• Derive actionable insights and collaborate with business and category teams to implement them.

Loyalty Program Analytics (My Spencers Reward):


• Analyze loyalty program performance, customer lifecycle trends, and redemption behavior.


• Track key metrics like activation rate, incremental sales contribution, and frequency lift.


• Recommend data-backed interventions to increase loyalty-driven revenue.

Strategic Business Insights:


• Work closely with leadership to share synthesized reports, dashboards, and strategic insights that influence business decisions.


• Convert analytical findings into commercial levers pricing, assortment, targeting, and retention tactics.

Qualifications & Experience:


• 513 years of experience in consumer analytics, CRM, or data-driven marketing roles; preferably in retail, e-commerce, or FMCG.


• Strong knowledge of SQL, Excel, and analytics/visualization tools (Power BI, Tableau, Google Data Studio).


• Hands-on experience with CRM platforms.


• Solid grounding in consumer psychology, funnel analysis, segmentation, and customer lifecycle management.


• MBA in Marketing/Analytics or relevant domain preferred.

Key Competencies:


• Consumer-first mindset with a knack for deriving behavioral insights.


• Logical thinker who connects analytics to real-world business solutions.


• Strong ownership mindset – able to drive CRM independently.


• Excellent communication skills to present insights and influence stakeholders.


• Curious, agile, and thrives in a data-rich, fast-paced environment.

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