Manager – CRM & Customer Experience – Be Wellness

Location:
Gurgaon (In-office) |
Experience:
3–5 years |
Type:
Full Time

About Be Wellness

Be Wellness is a science-first supplement brand focused on building products that deliver real, measurable outcomes.

Role Overview

This is a hands-on management role responsible for building a high-performing CRM and customer experience function. 60% operational excellence and team management, 40% retention strategy and optimisation.

Key Responsibilities
- CRM Operations & Customer Experience:
Own inbound/outbound communication, set and monitor SLAs, handle escalations, build SOPs
- Team Management:
Manage and coach CRM team, train on product knowledge and advisory selling
- Retention & CRM Strategy:
Own retention calendar, build customer journeys (welcome, abandoned cart, post-purchase,



replenishment, cross-sell, win-back)
- WhatsApp & Campaign Execution:
Plan and execute WhatsApp campaigns and automated flows
- Customer Advisory & Product Guidance:
Build consultative communication approach
- Performance Tracking:
Track CRM revenue, repeat purchase rate, campaign performance, SLA adherence

Ideal Candidate
- 4–5 years in CRM, retention, customer experience or support operations
- Experience managing a small team
- Hands-on with WhatsApp marketing, lifecycle campaigns, retention flows
- Familiarity with Freshchat, Exotel or similar tools
- Commercially aware — connects CRM to revenue and retention

📌 Manager – CRM (Gurugram)
🏢 Proof-of-Skill
📍 Gurugram