Company: Manifest Hospitality

Brands: Sorano | Mehico | Latoyá

Location: Kolkata

Employment Type: Full-time

Experience: 2–4 Years

Department: Marketing / Customer Relationship Management

Job SummaryManifest Hospitality is looking for a data-driven and customer-focused CRM & Loyalty Executive to manage customer relationships and drive repeat business across its restaurant brands – Sorano, Mehico and Latoyá.

The role will focus on analysing customer databases, tracking guest visit frequency, identifying inactive and high-value customers, driving customer re-engagement and developing loyalty programmes to improve customer retention and lifetime value.

The ideal candidate should be comfortable working with customer data, analysing behavioural patterns and converting insights into actionable customer engagement strategies.

Key Responsibilities1. CRM Database Management

- Manage and regularly update the customer database across all three restaurant brands.
- Ensure accurate recording of guest details, visit history, spending patterns, preferences and feedback.
- Maintain customer segmentation based on visit frequency, average spending, recency and lifetime value.
- Identify duplicate, incomplete and inactive customer records.
- Ensure proper database hygiene and data accuracy.

2. Customer Retention & Re-engagement

- Track customers who have not visited the restaurants for 30, 60, 90 days or longer.
- Generate weekly lists of inactive and lost customers for follow-up.
- Identify high-value customers who have reduced their visit frequency.
- Plan and execute personalised calling, WhatsApp and email campaigns to reconnect with inactive guests.
- Maintain a follow-up tracker recording calls, responses, feedback and expected return visits.
- Track the conversion of re-engagement campaigns into actual restaurant visits.

3. Loyalty Programme Development





- Design and implement customer loyalty and repeat-visit programmes.
- Develop customised rewards, privileges and exclusive experiences for regular guests.
- Create customer tiers based on spending and visit frequency.
- Plan birthday, anniversary and special occasion engagement campaigns.
- Coordinate with operations and marketing teams to execute loyalty initiatives.
- Monitor programme performance, redemption rates and repeat business generated.

4. Customer Analytics & Reporting

- Analyse daily, weekly and monthly CRM data.
- Track key metrics including:
- Total active customers.
- New versus repeat customers.
- Repeat visit percentage.
- Customer retention rate.
- Average spend per customer.
- Customer visit frequency.
- Dormant and inactive customer count.
- Revenue generated through returning guests.
- Identify customer behaviour trends and provide actionable recommendations to management.

5. Customer Engagement & Personalisation

- Develop targeted communication campaigns for different customer segments.
- Coordinate personalised outreach for VIPs, regular guests and high-spending customers.
- Work closely with restaurant managers to ensure special guest preferences are communicated and delivered.
- Coordinate with the marketing team for festive campaigns, exclusive events and brand-specific promotions.
- Maintain a record of customer complaints, feedback and service recovery follow-ups.

6. Cross-Brand Customer Management





- Identify guests who visit one brand but have not experienced the other brands.
- Develop cross-brand engagement strategies to encourage customers to explore Sorano, Mehico and Latoyá.
- Create brand-specific customer engagement plans while maintaining a consolidated group-level CRM database.
- Identify opportunities to increase customer lifetime value across the hospitality portfolio.

Key Performance Indicators (KPIs)The candidate will be evaluated on:
1. Accuracy and completeness of CRM databases.
2. Percentage of inactive customers successfully re-engaged.
3. Growth in repeat customer visits.
4. Improvement in customer retention rate.
5. Revenue generated through CRM campaigns.
6. Loyalty programme enrolment and redemption.
7. Conversion rate of customer calling campaigns.
8. Monthly CRM reporting and campaign execution.
9. Growth in cross-brand customer visits.

Candidate Requirements
- Graduate in Marketing, Business Administration or a related field.
- 2–4 years of experience in CRM, customer retention, loyalty programmes or database management.
- Experience in hospitality, restaurants, retail or premium customer-facing businesses preferred.
- Strong Excel and data analysis skills.
- Familiarity with CRM software, customer databases, WhatsApp Business and email marketing tools.
- Excellent communication and telephone etiquette.
- Solid analytical thinking with an understanding of customer behaviour.
- Ability to convert data into actionable retention strategies.

Ideal Candidate ProfileWe are looking for someone who does not simply maintain a customer database but actively works towards bringing customers back. The candidate should be proactive, analytical, organised and capable of identifying opportunities to improve customer retention and revenue through meaningful customer relationships.

📌 Customer Relationship Management Executive (Kolkata)
🏢 Manifest Hospitality
📍 Kolkata