Job Title: CRM Manager

Job Summary

The CRM Manager is responsible for developing and implementing customer relationship strategies to improve customer satisfaction, loyalty, and repeat purchases across all branches of The Chennai Silks. The role involves managing customer databases, loyalty programs, customer engagement campaigns, feedback management, and CRM performance analysis.

Roles & Responsibilities

1. CRM Strategy & Planning

- Develop and implement CRM strategies to improve customer retention and repeat sales.
- Plan customer engagement activities for festivals, wedding seasons, and special occasions.
- Identify opportunities to improve customer relationships and business growth.

2. Customer Database Management

- Maintain and manage centralized customer databases across all branches.
- Ensure accurate collection and updating of customer details and purchase history.
- Analyse customer buying patterns, preferences, and spending behaviour.
- Identify high-value, regular, and inactive customers.

3. Customer Loyalty & Retention

- Develop and manage customer loyalty programs, membership schemes, and reward benefits.
- Implement strategies to increase repeat purchases and customer retention.
- Conduct customer reactivation campaigns to bring back inactive customers.
- Monitor loyalty program enrollment and performance.

4. Customer Engagement & Marketing

- Plan customer communication campaigns through SMS, WhatsApp, and email.
- Coordinate promotional campaigns for festivals, new arrivals, and special offers.
- Develop targeted communication strategies based on customer purchase history.
- Monitor campaign responses and effectiveness.

5. Customer Feedback & Complaint Management

- Monitor customer feedback, complaints,



and service-related issues.
- Coordinate with Branch Managers to ensure timely complaint resolution.
- Analyse customer feedback and recommend service improvements.
- Monitor customer satisfaction levels.

6. Branch Coordination & CRM Monitoring

- Monitor CRM activities and customer data entry across all branches.
- Coordinate with Branch Managers and CRM In-charges for effective implementation.
- Ensure proper usage of CRM software and customer registration procedures.
- Conduct regular follow-ups on branch-wise CRM performance.

7. CRM Software & Reporting

- Coordinate with the IT / EDP Department for CRM software maintenance and improvements.
- Prepare monthly reports on customer registration, retention, repeat purchases, and campaign performance.
- Analyse CRM data and provide business improvement suggestions to management.
- Ensure timely submission and accuracy of CRM reports.

8. Team Management

- Lead and supervise the CRM team and allocate responsibilities.
- Train employees on CRM software, customer data management, and customer handling procedures.
- Monitor team performance and ensure timely completion of assigned activities.

Qualifications & Skills

- MBA in Marketing / Business Administration or any relevant degree preferred.
- 7+ years of experience in CRM or customer relationship management.
- Experience in textile retail, showroom operations, or multi-branch retail preferred.
- Knowledge of CRM software, customer databases, and customer analytics.
- Good knowledge of MS Excel and report preparation.
- Solid communication, analytical, coordination, and leadership skills.

Benefits:

- Cell phone reimbursement
- Food provided
- Health insurance
- Provident Fund

Work Location: In person

📌 CRM Manager (India)
🏢 The Chennai Silks (Corporate Office) - GAJAANANDA GROUPS
📍 India