Head CRM

Location: Sector 62, Noida

Brand: Ikoho

Experience: 1-3years (preferably in a D2C or consumer brand)

Role: Full-time, in-Office

Job Description: -

1. Develop and implement Ikoho’s CRM strategy across channels (WhatsApp, email, SMS, website, social DMs).

2. Build and manage a high-performing customer care team and set up SOPs for query resolution, exchanges, and after-sales service.

3. Design automated customer journeys and lifecycle communication (welcome, cart recovery, post purchase, feedback, loyalty programs).

4. Collaborate with marketing, operations, and tech teams to ensure smooth customer experience and feedback loops.

5. Analyse CRM data to identify trends, customer pain points, and retention opportunities.

6. Maintain performance dashboards — including response time, NPS, CSAT, and repeat purchase rates.

7. Ensure consistent brand voice and empathy across all customer touchpoints.

8. Optimize CRM tools and integrations (e.g., Shopify, WhatsApp CRM, email automation platforms, Chatbots, etc.)

9. Drive retention and LTV by turning customers into repeat and loyal brand advocates. 

Requirements:-

1. Looking for a high-agency individual who leads with ownership, moves fast, and gets things done. No hand-holding, just accountability and action.

2. 1-3 years of experience in CRM or customer experience roles, preferably in a consumer-facing D2C brand (fashion, lifestyle, beauty, etc.).

3. Proven track record in setting up or scaling CRM processes and customer care systems.

4. Strong understanding of CRM automation tools and customer data analytics.

5. Excellent communication, leadership, and problem-solving skills. 6. Passion for customer delight, community building, and brand storytelling.