Customer Relationship Management Te...

About the Role

As a CRM Manager (Customer Relationship Management Team Lead), you will own the customer lifecycle end-to-end. You will build and execute retention strategies that drive repeat purchases through smart segmentation, ensuring every touchpoint strengthens our brand relationship.

You will work closely with Shopify and Google Sheets to identify high-value segments, design targeted campaigns, and turn one-time buyers into loyal customers. This role suits someone who thinks in funnels but is equally comfortable getting on a call to close a sale or resolve an issue personally.

Key Responsibilities

• Own the CRM strategy—design and execute lifecycle campaigns (welcome series, win-back, upsell, loyalty) across email, WhatsApp, and calls.
• Build customer segmentation frameworks using Shopify data to identify high-value and at-risk opportunities.
• Drive proactive outreach via calls and messages to convert segments into repeat purchases.
• Monitor CRM performance metrics including conversion rates, response rates, CLV, and campaign ROI.
• Oversee query resolution across phone, WhatsApp, email, and social media with a consistent brand voice.
• Manage order-related communication (updates, delays, returns) with a resolution-first approach.
• Partner with store and marketing teams to align outreach calendars and promotions.
• Gather customer feedback into actionable insights for product and operations.

Requirements

• 2-5+ years of experience in CRM, tele-sales, or a similar lifecycle role.
• Excellent spoken and written English with clear communication skills.
• Strong proficiency in Google Sheets for data analysis and segmentation.
• Comfortable making outbound sales calls to drive conversions.
• Familiarity with Shopify is an advantage.