CRM & Retention Specialist

We’re Hiring! CRM & Retention Specialist

📍 Lower Parel, Mumbai (Work From Office)

💼 Experience: 2+ Years | Industry: E-commerce / D2C / Beauty & Skincare preferred

We’re looking for a proactive CRM & Retention Specialist to strengthen customer relationships, improve retention, and support business growth with strategic communication and engagement initiatives.

🔑 Key Responsibilities

Client Communication & Relationship Management

• Maintain strong, long-term client relationships

• Communicate regularly with clients via calls, emails & meetings

• Understand client requirements and ensure timely delivery

• Act as a liaison between clients and internal teams

Retention Strategy & Execution

• Plan and execute retention strategies such as email campaigns, loyalty programs & personalized communication

• Enhance customer retention and repeat engagement

• Collaborate with Marketing & Creative teams on campaign ideas

Internal Coordination

• Work with sales, accounts, technical & operations teams to fulfill client needs

• Track project/service progress and keep clients updated

• Ensure timely resolution of client queries and concerns

Documentation & Reporting

• Maintain accurate CRM records, communication logs & contracts

• Share weekly client status and feedback reports

• Keep all CRM tools updated with the latest information

Follow-ups & Issue Resolution

• Follow up on pending deliverables, documents & payments

• Escalate unresolved issues promptly to relevant teams

• Close client escalations within defined timelines

Retention & Growth Support

• Identify upselling and cross-selling opportunities

• Support BD and Marketing teams in client reviews

• Gather client feedback to enhance service delivery and satisfaction

🎯 Experience & Qualifications

• 2+ years in CRM or retention roles (e-commerce/D2C preferred)

• Strong understanding of email marketing tools, WhatsApp for Business & CRM platforms

• Familiar with analytics & able to present data-backed insights

• Creative mindset with a drive for marketing automation

• Excellent communication & cross-functional collaboration skills

• Bachelor’s degree in Marketing, Business, or related field

📩 How to Apply

hr@clayco.in