Role Overview

We are looking for a Senior Manager CRM to lead the end-to-end customer lifecycle and retention strategy for our B2C omnichannel business. The role will drive customer engagement, personalization, loyalty, repeat purchases and customer lifetime value across online and offline retail channels.

The candidate will combine data, CRM automation and business strategy to improve retention, customer frequency and revenue, while working closely with Retail, Digital, Store Marketing, Product and Loyalty teams.

Key Responsibilities

CRM Strategy & Leadership
- Define and own the CRM and retention roadmap aligned with business growth and revenue objectives.
- Develop lifecycle strategies across acquisition, onboarding, engagement, loyalty and win-back.
- Lead annual and quarterly CRM planning aligned with retail calendars, festivals, promotions and product launches.
- Lead, manage and mentor the CRM/retention team.

Customer Lifecycle & Retention
- Design customer journeys for recent, active, dormant, VIP and high-value customer segments.
- Drive repeat purchases,



purchase frequency and customer lifetime value.
- Develop churn reduction, reactivation and win-back initiatives.
- Build and strengthen loyalty and rewards programs.

Campaigns & Marketing Automation
- Lead multi-channel CRM campaigns across Email, SMS, WhatsApp, Push Notifications, App and in-store channels.
- Implement automated customer journeys including browse abandonment, cart abandonment, replenishment, cross-sell and win-back.
- Drive personalization using behavioural triggers, segmentation, RFM and CLV models.
- Lead A/B testing and continuous campaign optimization.

Data, Analytics & Insights
- Develop customer segmentation frameworks and cohort analysis.
- Track and improve key CRM metrics including retention, repeat rate, CLV, churn, engagement and CRM-attributed revenue.
- Build dashboards and present actionable insights to senior leadership.
- Translate customer and campaign data into busi

📌 Crm Lead (Tiruppur)
🏢 Amor Management Consultants
📍 Tiruppur