Customer Relationship Manager

Job Title: Customer Relationship Manager – RUMI Fine Fragrances

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About RUMI – Fine Fragrances

Role: Customer Relationship Manager

What You’ll Own

Your Mission Is Simple

Make every customer fall in love with RUMI — and come back again and again.

Key Responsibilities

• Build and manage RUMI’s CRM strategy across email, SMS, WhatsApp, and loyalty journeys.
• Develop automated and personalised flows for onboarding, replenishment, win-backs, upsells, cross-sells, and post-purchase experiences.
• Craft messaging that feels premium, sensory, and aligned with the brand’s emotional tone.
• Build segmentation logic to deliver communication that feels bespoke, not broadcast.
• Track and improve retention metrics — repeat rate, LTV, churn, activation.
• Work closely with the D2C and brand teams to ensure campaigns feel cohesive and on-brand.
• Plan and execute monthly CRM calendars, including new product launches and seasonal moments.
• Test, learn, optimise — subject lines, creative formats, send times, content types.
• Collaborate with performance and product teams to create feedback loops that build a more personalised experience.
• Monitor customer feedback, reviews, NPS, and conversations to identify opportunities for delight.
• Lead loyalty and membership initiatives that reward high-value customers and build advocacy.
  

What Makes You a Great Fit

• 3–4 years of CRM/retention experience at a D2C, beauty, FMCG, lifestyle, or luxury brand.
• Strong understanding of CRM platforms (Klaviyo, Mailchimp, MoEngage, WebEngage, etc.).
• A mix of analytical thinking and creative storytelling — you can read numbers but write emotionally.
• You understand how to build flows, segment audiences, and optimise for LTV.
• You appreciate great aesthetics and brand voice; your communication feels premium.
• Highly organised, detail-oriented, and comfortable experimenting at speed.
• Thrive in an early-stage, high-ownership environment where things move fast.
• A passion for fragrances or luxury branding is a big plus.
  

What You’ll Get

• The chance to build a CRM engine for a global luxury brand from the ground up.
• Freedom to experiment and create personalised experiences that truly matter.
• A team that pushes each other, supports each other, and has a lot of fun doing it.
• A front-row seat in shaping how RUMI builds lifelong relationships with its customers.