- CRM Manager who will serve as the voice of the customer across the organization. This individual will work closely with Marketing, the Call Center, Operations & Biz teams and the Bodycraft Management to build communication and engagement strategies that improve satisfaction and increase customer lifetime value (LTV). A deep understanding—or a strong interest—in the beauty, skin, and wellness category is essential.
Responsibilities
- Act as the Customer Advocate: Represent customer needs in internal discussions and ensure our offerings and messaging align with their expectations and feedback.
- Cross-Team Liaison: Collaborate with Marketing, Call Center teams, Clinic Operations, and Senior Management to ensure the customer experience is seamless, empathetic, and consistently excellent.
- CRM Strategy & Execution: Develop lifecycle-based communication strategies to increase retention, drive rebookings, and deepen loyalty.
- Campaign Planning: Lead and execute communication across email, SMS, WhatsApp, and in-app platforms—ensuring content is personalised, timely,
and aligned with brand tone.
- Feedback Loops: Establish and maintain systems for collecting and analysing customer feedback and reviews. Translate insights into action plans.
- Journey Mapping: Identify gaps and friction in the patient customer journey—before, during, and after appointments—and work with relevant teams to resolve them.
- Project Leadership: Initiate and drive projects that improve customer satisfaction and overall LTV, including loyalty programs, referral campaigns, and reactivation initiatives.
- Performance Monitoring: Track CRM campaign performance and customer metrics; share regular reports with insights and recommendations.
Requirement :
- Familiarity with CRM tools like Zoho, HubSpot, or similar platforms
- Comfortable working cross-functionally and handling multiple stakeholders
- Robust communication and project management skills
- Analytical mindset with an ability to derive act