We are looking for a customer-focused and data-driven CRM professional to manage customer engagement, retention, loyalty programs, and personalized marketing campaigns. The role will focus on strengthening customer relationships, improving repeat purchases, driving customer lifetime value, and enhancing overall customer experience across online and offline channels.Key Responsibilities

- CRM Strategy & Customer Retention: Develop and execute CRM strategies to improve customer acquisition, retention, repeat purchases, and customer lifetime value.
- Campaign Management: Plan and execute targeted campaigns through email, SMS, WhatsApp, push notifications, and other digital communication channels.
- Customer Segmentation: Segment customers based on purchase history, preferences, demographics, engagement levels, and buying behaviour to deliver personalized communication.
- Loyalty & Engagement Programs: Manage customer loyalty programs, rewards, promotional offers, and retention initiatives to improve customer engagement.
- Data Analysis & Reporting: Analyse campaign performance, customer purchase patterns, repeat purchase rates, conversion rates, churn, and customer lifetime value.
- Omnichannel CRM: Coordinate with retail stores, e-commerce, and digital marketing teams to ensure a consistent customer experience across online and offline channels.
- Marketing Automation: Manage automated customer journeys, including welcome campaigns, abandoned cart reminders, post-purchase communication, win-back campaigns, and reactivation campaigns.
- Customer Insights: Identify customer trends and behaviour patterns to recommend strategies for increasing engagement, revenue, and brand loyalty.
- Cross-functional Coordination: Work closely with marketing, e-commerce,



retail operations, and technology teams to execute CRM initiatives effectively.
- Campaign Optimisation: Conduct A/B testing, monitor campaign performance, and optimise communication strategies to improve engagement and ROI.
- Database Management: Ensure customer database accuracy, maintain customer consent and communication preferences, and follow applicable data privacy requirements.

Key Performance Indicators (KPIs)

- Repeat purchase rate and customer retention rate
- Customer lifetime value (CLV)
- Campaign open rates, click-through rates, and conversion rates
- CRM-driven revenue and campaign ROI
- Customer reactivation and churn reduction
- Loyalty program participation and engagement
- Growth in active and engaged customer databases

Required Skills & Qualifications

- Bachelor's degree in Marketing, Business Administration, or a related field.
- Relevant experience in CRM, lifecycle marketing, customer engagement, or retention marketing, preferably in retail, fashion, apparel, or e-commerce.
- Hands-on experience with CRM platforms and marketing automation tools.
- Robust understanding of customer segmentation, campaign management, and customer lifecycle marketing.
- Proficiency in Excel and data analysis; knowledge of dashboards and reporting tools is an advantage.
- Understanding of email marketing, SMS, WhatsApp marketing, push notifications, and digital campaign performance metrics.
- Strong analytical, communication, coordination, and problem-solving skills.
- Ability to translate customer data into actionable marketing strategies.

Preferred Experience

- Experience in fashion retail, ethnic wear, lifestyle, or D2C brands.
- Exposure to omnichannel retail CRM and customer loyalty programs.

📌 Senior Manager - CRM (Gurugram)
🏢 BIBA
📍 Gurugram