CRM Manager

Key Responsibilities

1. CRM & App Management

• Manage and optimize the D2C customer engagement platform (Mobile App, Website, WhatsApp CRM, or ERP CRM solutions).
• Ensure seamless app performance, user experience (UX), and integrations with order fulfillment, payment gateways, and customer support.
• Implement customer segmentation strategies to personalize offers, loyalty programs, and engagement campaigns.
• Monitor customer behavior, app usage, and feedback to improve UI/UX and overall customer journey.

2. D2C Retention & Demand Management

• Develop and execute customer retention strategies through targeted communication, loyalty programs, and personalized discounts.
• Drive repeat purchases by leveraging subscription models, personalized recommendations, and promotions.
• Work with marketing and sales teams to implement data-driven demand forecasting and seasonal demand planning.
• Optimize customer engagement strategies across multiple touchpoints (SMS, email, push notifications, WhatsApp, in-app messaging).

3. Sales Framework & Strategy

• Define and implement a structured sales strategy for D2C, B2B, and distribution channels.
• Align sales processes with CRM data insights to improve lead conversion, order fulfillment, and post-sale engagement.
• Create customer lifecycle frameworks to track and optimize customer journeys from acquisition to retention.
• Work closely with sales and operations teams to streamline order processing, fulfillment, and CRM-based automation.

4. Customer Acquisition & Conversion Optimization

• Develop and execute targeted customer acquisition campaigns through performance marketing, referral programs, and influencer collaborations.
• Leverage CRM analytics to track and improve customer conversion rates.
• Use A/B testing and marketing automation to optimize onboarding flows and reduce churn.
• Collaborate with marketing teams to create hyper-localized sales strategies for different customer segments.

5. Operational Readiness & Service Optimization

• Ensure end-to-end customer service readiness, from order management to post-sales support.
• Work with customer support teams to resolve escalations, improve response times, and enhance overall service quality.
• Develop CRM dashboards and reports to track KPIs such as customer lifetime value (CLV), retention rate, churn rate, and engagement metrics.
• Align CRM operations with logistics, delivery, and fulfillment to ensure smooth order-to-delivery execution.

6. Revenue & Recovery Reconciliation

• Oversee revenue tracking, ensuring accurate billing, payment reconciliation, and order-to-cash process.
• Work with finance teams to implement revenue recovery strategies (subscription renewals, reactivations, payment follow-ups).
• Analyze sales, refunds, and customer credit trends to optimize pricing and revenue models.
• Automate invoicing, payment reminders, and recovery workflows to reduce revenue leakages.

Key Skills & Qualifications

✅ Education: Bachelor's/Master’s degree in Business, Marketing, Sales, or a related field.
✅ Experience: 3-7 years in CRM, D2C Sales, Digital Marketing, Customer Engagement, or Revenue Management(preferably in Dairy, FMCG, or E-commerce).
✅ Skills:

• Expertise in CRM tools (Salesforce, Zoho, HubSpot, Clevertap, MoEngage, etc.).
• Strong analytical skills for customer segmentation, demand forecasting, and sales tracking.
• Experience in app management, marketing automation, and digital customer engagement.
• Knowledge of subscription models, referral programs, and loyalty strategies.
• Ability to optimize sales frameworks, operational workflows, and customer retention.
• Strong collaboration with sales, operations, tech, and finance teams.

Preferred Industry Experience

✅ Dairy & FMCG
✅ D2C E-commerce & Subscription-Based Models
✅ Retail & B2B Distribution
✅ Food & Beverage Startups

Career Growth & Future Opportunities

This role can evolve into:
➡ Head of CRM & Customer Experience
➡ D2C Business Head
➡ Chief Revenue Officer (CRO)
➡ VP – Growth & Customer Retention

Job Type: Full-time

Pay: Up to ₹40,000.00 per month

Work Location: In person

Expected Start Date: 15/08/2025