Customer Relationship Manager

2 weeks ago

Andheri East, Maharashtra, India Kaftanize Retails Full time ₹ 2,40,000 - ₹ 3,00,000 per year

Job Title: CRM & Customer Experience Manager – Kaftanize

Location: Mumbai (On-Site)

Department: Growth & Retention

Reports to: Co-founder / Head of Growth

About Kaftanize

Kaftanize is India's fast-growing fashion brand reinventing Indo-Western wear for the modern woman. With a strong presence across Myntra, Nykaa, Ajio Luxe, and our own platform , we blend fashion, comfort, and cultural flair — and we're now looking for a CRM & Customer Experience Manager to drive brand loyalty and customer delight.

Role Overview

This role sits at the intersection of customer retention and experience. You will lead CRM strategy across digital touchpoints while also overseeing direct customer communication across WhatsApp (Zoko), Instagram DMs, and email. Your goal is to build repeat engagement, personalized journeys, and fast, empathetic responses that turn first-time shoppers into loyal brand advocates.

Key Responsibilities

CRM Strategy & Execution

  • Own the customer lifecycle: onboarding, retention, reactivation, loyalty
  • Design and automate campaigns via MoEngage/WebEngage/Klaviyo (Email, SMS, WhatsApp, Push)
  • Build high-converting journeys like cart recovery, repurchase nudges, and festive drops

Data & Segmentation

  • Create and manage audience cohorts using RFM analysis, behavior, and occasion-based buying
  • Personalize communication for specific personas (e.g., wedding shoppers, weekend buyers)

Customer Query Management

  • Oversee and manage WhatsApp chats via Zoko – assign, track and resolve queries with speed and empathy
  • Handle or coordinate responses on Instagram DMs, comments, and email support
  • Set up SOPs, response templates, and escalation paths for consistent customer service

Cross-functional Collaboration

  • Work with design/content to ensure messaging aligns with brand voice
  • Coordinate with tech to sync CRM and query data across Shopify, marketplaces, and Zoko
  • Collaborate with Marketplace teams for uniform CX across platforms

Performance & Insights

  • Track CRM metrics (open/click/conversion rates, CLTV, churn) and CX KPIs (TAT, CSAT)
  • Provide monthly dashboards and drive continuous improvements in communication and service quality

Requirements

  • 2-4 years of experience in CRM and/or customer support for D2C or fashion/lifestyle brands
  • Proficient in tools like MoEngage / WebEngage / Klaviyo, and Zoko (or similar WhatsApp CRM)
  • Hands-on experience with customer engagement via Instagram & Email
  • Analytical mindset with a customer-first approach
  • Excellent written and verbal communication skills
  • Familiarity with Shopify, basic HTML (for email), and customer journey mapping is a plus

Why Kaftanize?

  • Build and lead the full CRM + CX charter at a breakout D2C brand
  • Work directly with founders to shape brand voice and customer journeys
  • Enjoy a fast-paced environment where your ideas directly drive growth and love from our customers

Job Type: Full-time

Pay: ₹20, ₹25,000.00 per month

Language:

  • English (Required)

Work Location: In person

Application Deadline: 15/05/2025

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