CRM Manager (fmcg)-Lower Parel

Budget: 50,000

Location: Lower Parel

Key Responsibilities

1. Customer Experience & Relationship Management

· Act as the single point of contact for all customer interactions across channels (calls, emails, WhatsApp, chat, social media)

· Ensure quick, empathetic, and effective resolution of all customer queries and complaints

· Handle:

· Order issues

· Delivery delays

· Damaged/missing products

· Returns & refunds

· Payment failures

· Maintain a customer-first approach while balancing business objectives

· Build systems to reduce repeat complaints and improve customer satisfaction (CSAT/NPS)

2. End-to-End Order Lifecycle Ownership

Take full ownership of:

· Order processing

· Shipment tracking

· Delivery coordination

· Returns & reverse logistics

· Refund processing timelines

· Coordinate closely with:

· Logistics partners

· Warehouse team

· Payment gateway providers

· Ensure TAT adherence for all operations (dispatch, delivery, refunds)

3. Website (D2C) Ownership – UI/UX & Experience

· Ensure the website delivers a smooth, error-free, and high-converting experience

Identify and fix:

· UI/UX gaps

· Broken journeys

· Checkout issues

· Payment failures

· Work with tech/design teams to continuously improve customer journey & conversion rates

· Monitor customer feedback and translate it into actionable improvements

4. Pricing, Offers & Promotions

Execute and monitor:

· Pricing updates

· Discount structures

· Coupons & offers

· Ensure pricing accuracy and consistency across the website

· Track performance of offers and suggest data-backed improvements

· Coordinate with marketing for campaign execution (sales, launches, festive offers)

5. New Product Launch Coordination

· Ensure smooth execution of new launches on D2C

Coordinate for:

· Product listings

· Pricing setup

· Inventory readiness

· Offer alignment

· Validate that the customer journey for new products is flawless

6. Payment Gateway & Transaction Management

Monitor and resolve:

· Payment failures

· Gateway errors

· Refund mismatches

· Coordinate with payment partners for issue resolution

· Ensure accurate reconciliation of all transactions

7. Returns, Refunds & Reconciliation

· Own the entire returns & refunds process

Ensure:

· Timely refunds

· Proper validation of returns

· Accurate accounting entries

Work with accounts team for:

· Payment reconciliation

· Refund tracking

· Invoice matching

· Identify leakages, fraud risks, and process gaps

8. Invoicing & Financial Coordination

· Ensure all orders have accurate invoices generated

· Handle customer queries related to billing and invoices

Coordinate with finance team for:

· Reconciliation

· Discrepancy resolution

9. Reporting & MIS (Critical Requirement)

· Prepare and share structured, timely reports for management, including:

· Daily / Weekly / Monthly CRM reports

· Customer complaint analysis

· Returns & refund trends

· Order fulfilment metrics

· Payment/reconciliation reports

· Ability to quickly generate ad-hoc reports as per management requirements

· Highlight key issues, risks, and actionable insights (not just data)

10. Process Improvement & Ownership

· Identify inefficiencies and implement process improvements

Build SOPs for:

· Customer handling

· Returns & refunds

· Issue escalation

· Reduce dependency on manual follow-ups through structured systems

· Take complete ownership and accountability for CRM performance

Key Skills & Competencies

• Strong ownership mindset and accountability
• Excellent problem-solving and decision-making ability
• High attention to detail
• Strong communication skills (written & verbal)
• Ability to manage multiple tasks in a fast-paced environment
• Analytical mindset with data-driven thinking
• Proactive attitude — not dependent on follow-ups

Technical Skills

• Proficiency in Excel / Google Sheets (mandatory)
• Familiarity with:
• D2C platforms (Shopify, WooCommerce, etc.)
• Payment gateways
• CRM tools
• Basic understanding of:
• E-commerce operations
• Logistics workflows
• Reconciliation processes

Preferred Experience

• 2–5 years in:
• CRM / Customer Success
• D2C / E-commerce operations
• Experience in handling end-to-end customer lifecycle
• Prior exposure to cosmetics / FMCG / D2C brands is a plus

Pay: ₹35,000.00 - ₹50,000.00 per month

Work Location: In person