Customer Relationship Manager

4 days ago

Gurgaon, Haryana, India Neemans Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role: Customer Retention Manager(Designation flexible as per internal framework)

Experience: 1-4 years

Work location-On-site -Sector 58, Gurgaon

Work Timings- Monday-Friday-9:30AM-6:30PM

About Neemans

Neeman's is at the forefront of blending comfort, sustainability, technology, and design in the footwear space. We aim to create products that elevate our customers' everyday experiences and lifestyle. The ideal candidate is proactive, collaborative, with excellent communication skills, a keen attention to detail, and a strong sense of ownership in delivering high-quality work.

Website-

What You'll Do

  • Design and implement customer retention strategies to boost repeat rate, CLTV (Customer Lifetime Value), and reduce churn.
  • Own and manage CRM tools (e.g., Webengage, Klaviyo, MoEngage, CleverTap, HubSpot) to drive personalized campaigns via email, SMS, WhatsApp, and push notifications.
  • Lead the development, implementation, and optimization of loyalty and rewards programs using platforms such as Capillary and Easy Rewards to enhance customer engagement and repeat business.
  • Develop automated lifecycle marketing journeys, including onboarding, win-back, cart abandonment, feedback loops, and post-purchase communication.
  • Analyze customer behavior data and segmentation to identify patterns, pain points, and opportunities for engagement.
  • Collaborate with product, customer service, marketing, and tech teams to deliver a consistent and delightful customer experience.
  • Track key KPIs: repeat purchase rate, retention rate, CLTV, churn rate, NPS, email open/click rates, and more.
  • Run A/B tests and continuously optimize messaging, cadence, and timing for campaigns.
  • Gather feedback through surveys and customer interactions to improve retention strategies.

Must Haves

  • 1-4 years experience in managing customer retention, engagement, and loyalty initiatives.
  • Proficient in marketing automation tools and CRM platforms.
  • Excellent communication skills and creative storytelling abilities.
  • Experience in designing loyalty, rewards, or referral programs is a plus.

Preferred:

  • Bachelor's degree in Marketing, Business, Communications, or a related field.
  • Customer-obsessed mindset with a passion for building lasting relationships.
  • Past experience in CRM, lifecycle marketing, or customer retention, preferably in a D2C, e-commerce, SaaS, or consumer brand environment.

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