CRM Executive

Role Summary

The CRM & Customer Loyalty Manager will be the driving force behind building deep, lasting relationships with our customers. This role is responsible for developing, executing, and analyzing personalized customer journeys that leverage purchase history, style preferences, and cultural/seasonal events (like festivals, wedding seasons, etc.) to maximize customer lifetime value and brand advocacy for our ethnic wear collection.

Key Responsibilities

Personalization & Customer Journey

• Segmented Communication: Develop sophisticated customer segmentation based on purchase history (e.g., sarees, kurtis, bridal wear), price point, frequency, and local/cultural demographics.
• Lifecycle Campaigns: Design and manage automated, personalized communication flows (email, SMS, WhatsApp, push notifications) for key stages like:
• New Customer Onboarding: Style guides, brand story.
• Post-Purchase Follow-up: Care instructions, styling tips, feedback requests.
• Reactivation: Personalized offers to bring back dormant customers.
• Occasion-Based Marketing: Strategize and execute campaigns around major cultural events, festivals (Diwali, Eid, Christmas, etc.), and local wedding seasons, offering early access or exclusive collections.
• Storytelling: Work with the content team to integrate the brand's heritage, craftsmanship stories, and designer notes into CRM communications to deepen emotional connections.

Loyalty Program Management

• Own Loyalty Program: Manage and optimize the store's loyalty/rewards program, ensuring the structure (points, tiers, benefits) drives repeat purchases and high-value customer retention.
• VIP/High-Value Clients (HVCs): Develop an exclusive contact and engagement strategy for top-tier clients, including personalized styling sessions, early product previews, and surprise-and-delight moments.
• Referral Initiatives: Implement and track successful customer referral programs to leverage brand advocacy within the community.

Data, Analytics & System Management

• CRM System Oversight: Serve as the functional owner of the CRM platform (e.g., Klaviyo, HubSpot, Salesforce, or a specialized retail CRM), managing data quality, integrity, and hygiene.
• Performance Reporting: Track and report on key metrics specific to fashion retail: Customer Lifetime Value (CLV), Repeat Purchase Rate, Average Order Value (AOV), and campaign ROI.
• A/B Testing: Lead a rigorous test-and-learn agenda on subject lines, messaging, offers, and channel mix to continuously improve engagement and conversion rates.

Required Qualifications & Skills

• Experience: 1+ years in a dedicated CRM, Loyalty, or E-commerce Marketing role, ideally within the Fashion, Apparel, or Luxury Retail sector.
• Industry Knowledge: Deep understanding of the ethnic wear customer journey, seasonal retail cycles, and the role of personalization in high-value, emotional purchases.
• Communication: Exceptional ability to articulate marketing strategy and collaborate cross-functionally with sales, store managers, and the e-commerce team.

Job Type: Full-time

Pay: ₹15,000.00 - ₹18,000.00 per month

Work Location: In person