Manager - CRM

Job Role: Manager - CRM

Job Summary:

We are looking for a results-driven CRM Manager responsible for managing and enhancing customer engagement by executing CRM campaigns, ensuring data accuracy, and driving loyalty initiatives, while building advanced analytics, automation tools, and showroom-level adoption to increase customer retention, satisfaction and lifetime value.

Job Location:

• Maintain and update the customer master database, ensuring data security, accuracy and completeness across COCO and FOFO showrooms.
• Track loyalty/reward points, redemption trends and customer segmentation by frequency, spend and product category.
• Prepare analytical reports on sales performance, customer onboarding and churn to guide management decisions.
• Detect irregularities, blacklisted customers and possible malpractices to safeguard the CRM system.
• Develop customer dashboards (footfall, ATV, repeat rate, redemption) using BI tools for real-time decision-making.
• Execute automated campaigns, festival promotions, and new showroom launch notifications.
• Coordinate with showrooms to ensure 100% customer enrolment, CRM point usage and redemption campaigns.
• Monitor effectiveness of each campaign and share ROI reports with management.
• Provide support for showroom-level CRM requirements, customer queries, KYC documentation, and OTP-related login issues.
• Monitor online reviews, coordinate resolution of customer complaints and improve feedback capture.
• Ensure customer privacy and secure storage of customer data as per company policies.
• Prepare MIS reports on CRM effectiveness vs budget and share cost-benefit analyses with management.

Required Experience, Skills, and Qualifications:

• Proven successful experience as a CRM Manager of 8 to 12 years in a reputed Retail Apparel Brand.
• Good Knowledge in CRM tools.
• Excellent in Analytical skills.

Employee Benefits:

PF || Bonus || Gratuity || Leave Salary || Group Mediclaim Insurance (Self) || Group Personal Accident coverage || Uniform

Email your resume to: