- Drive sales through remarketing and retargeting campaigns via email and WhatsApp marketing.
- Manage end-to-end CRM process and customer lifecycle using the Zoho CRM platform.
- Increase Customer Lifetime Value (LTV) through structured engagement and retention strategies.
- Reduce customer complaints and improve complaint resolution time.
- Lead the customer service function for online and D2C sales channels.
- Coordinate with Quality, R&D;, Domestic Sales, E-Commerce Sales, and FG Dispatch teams for smooth service delivery.
- Track and report key CRM metrics including LTV, complaints, and remarketing conversion.
- Lead and mentor the CRM team as Team Lead, with 1 direct report.