Develop and execute customer lifecycle journeys

Build automated campaigns for: WELCOME JOURNEYS, LEAD NURTURING, CONSULTATION BOOKING, CART ABANDONMENT ETC

Create Customer segments based on purchase journey, Product Category, Customer Value, Frequency, Geography, Online Vs Offline customers

Developing, managing and reporting personalised communication for every segment

Plan and execute CRM campaigns across Email, SMS, WhatsApp, Push Notifications and Ensure campaigns are timely, personalized and aligned with brand positioning

Build and optimize automation workflows including but not limited to lead nurturing, consultation reminders, and query follow-ups etc

Maintain clean and secure customer data and work closely with Digital/Ecommerce and IT teams

Track KPIs like email open rate, CTR, Conversion Rate, Delivery rate, Retention rate, Churn, correct revenue from CRM etc





Preparing and present periodic performance reports and presentation decks

Anchor development of VIP customer programs, Loyalty initiatives, Referral programs, exclusive previews of collections, design er engagement program etc

Collaborate closely with Markeing, retail sales, ecommerce, content and other teams

Qualification:

Bachelor’s degree in marketing, business, analytics or related field. Though not mandatory, MBA preferred

Desired Skills and Experience:

Min three years’ experience in working on any of the CRM platforms like HubSpot CRM, Web Engage, Mo Engage, Clever Tap etc.

Robust analytical ability, Excellent communication skills, Customer-first mindset, Marketing automation expertise, Attention to detail, Data interpretation, Campaign planning

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📌 Customer Relationship Management Specialist (Gurugram)
🏢 Sarita Handa
📍 Gurugram