We are seeking an experienced Customer Growth \& Retention Manager who will be responsible for strengthening customer relationships, increasing repeat purchases, managing customer engagement across multiple touchpoints, and building a world\-class CRM and loyalty ecosystem.
This role combines CRM, customer experience, customer retention, community management, and revenue generation.
Key ResponsibilitiesCRM \& Customer Retention
- Develop and execute customer retention strategies.
- Segment customer database based on purchase behaviour, frequency, and value.
- Build and manage VIP customer programs.
- Drive customer reactivation campaigns for dormant customers.
- Create personalized communication journeys through WhatsApp, email, and phone outreach.
- Manage birthday, anniversary, and milestone engagement programs.
- Plan customer loyalty initiatives and rewards programs.
Customer Experience \& ORM
- Manage customer interactions across Instagram, WhatsApp, email, and other communication channels.
- Ensure timely responses to customer enquiries and complaints.
- Monitor and improve customer satisfaction levels.
- Manage online reputation and customer feedback.
- Handle escalations and ensure effective issue resolution.
Revenue Growth
- Generate repeat business from existing customer databases.
- Create targeted campaigns for high\-value customers.
- Increase customer lifetime value (CLV).
- Track campaign performance and optimize engagement strategies.
- Collaborate with marketing and sales teams to improve customer conversion and retention.
Community \& Events
- Coordinate customer events, private previews, and VIP shopping experiences.
- Build meaningful relationships with key customers.
- Develop customer communities around the brand.
- Support store events and exclusive customer engagement initiatives.
Reporting \& Analytics
- Prepare weekly and monthly CRM performance reports.
- Monitor customer retention metrics and repeat purchase trends.
- Analyze customer behaviour and provide actionable insights.
- Maintain CRM dashboards and customer databases.
Desired Candidate ProfileExperience
- 5–8 years of experience in CRM, customer retention, customer experience, loyalty programs, or relationship management.
- Experience in Fashion, Luxury, Beauty, Jewellery, Lifestyle, Hospitality, or Premium Retail industries preferred.
- Hands\-on experience with customer engagement and retention initiatives.
Preferred Skills
- CRM Management
- Customer Retention Strategy
- WhatsApp CRM
- Customer Lifecycle Management
- Customer Segmentation
- Loyalty Programs
- Community Building
- ORM (Online Reputation Management)
- Customer Analytics
- Event Coordination
- Shopify knowledge preferred
- Strong communication and relationship\-building skills
Key Performance Indicators (KPIs)Monthly Targets
- CRM Revenue Contribution: ₹10–15 Lakhs\+
- Repeat Purchase Rate: 30%\+
- VIP Customer Reactivations: 25\+
- Customer Calls \& Engagements: 100\+
- Customer Satisfaction Score: 90%\+
- Instagram \& WhatsApp Response Time: Under 30 Minutes
Pay: ₹55,000\.00 \- ₹90,000\.00 per month
Benefits
- Cell phone reimbursement
- Paid time off
Experience
- Beauty, Lifestyle, Hospitality, Premium Retail industries.: 4 years (Preferred)
Work Location: In person