Head of Customer Relationship Management

Background

MIJA is a lab-grown jewellery brand offering versatile, everyday pieces designed to complement fast-paced, modern lifestyles. We believe jewellery is not just an accessory, but an extension of who you are your story, your strength, your self-expression. Each piece is designed to resonate with soul and substance, reflecting individuality and timeless elegance.

Vision

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We are seeking a proactive and customer-focused CRM Executive to join our team in Mumbai. As part of the growing House of MIJA, you will play a key role in managing customer relationships across WhatsApp, calls, and digital touchpoints. You'll use automation tools (especially WATI) to enhance engagement, drive repeat purchases, and strengthen brand loyalty within our D2C ecosystem.

Responsibilities

Manage daily CRM operations, ensuring timely responses to customer inquiries via WhatsApp, calls, and email.

Oversee WhatsApp (WATI) automation workflows from lead capture, abandoned cart follow-ups, and post-purchase communication to re-engagement campaigns.

Coordinate with Sales and Marketing teams to execute WhatsApp broadcast campaigns, personalized offers, and product announcements.

Manage manual interventions for high-value and repeat customers to convert drop-offs into successful purchases.

Maintain detailed records of customer interactions, feedback, and resolutions in the CRM system.

Work closely with the E-commerce team to integrate CRM data with Shopify, Google Sheets, and marketing dashboards.

Analyze CRM data to identify customer segments, engagement patterns, and opportunities for improved retention.

Collaborate with the Operations and Fulfilment teams to ensure smooth communication on order status, exchanges, and after-sales support.

Monitor and report key CRM metrics such as response time, conversion from automations, and customer satisfaction scores.

Suggest process improvements and new automation journeys to enhance customer experience.

Requirements

Bachelor's degree in Business Administration, Marketing, or related field.

Minimum 3 years of experience in CRM, Customer Service, or Retention Marketing for a D2C e-commerce brand.

Prior experience in the jewellery or luxury lifestyle industry is strongly preferred.

Hands-on experience with WhatsApp Business platforms (WATI preferred), Shopify CRM tools, or similar automation software.

Strong communication skills in English and Hindi; ability to manage customer calls with empathy and professionalism.

Proficiency in Google Workspace, Excel/Sheets, and CRM analytics.

Detail-oriented, organized, and customer-obsessed, with a proactive approach to issue resolution.

Ability to multitask and collaborate across teams in a fast-paced environment.

Why MIJA

At MIJA, you'll be part of a growing team passionate about redefining jewellery for the modern generation. You'll have the opportunity to shape our customer engagement strategy, work closely with brand, operations, and technology teams, and contribute directly to our customer happiness journey.