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Manager - CRM & Customer Experience

Proof of Skill

Gurgaon, Haryana, IndiaFull-timePosted 4w agoStill listed 1w ago

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At a glance

Compensation
No compensation found
Location
Gurgaon, Haryana, India
Schedule
Full-time
Work Authorization
Not specified

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Job overview

The role is a hands‑on management position at Be Wellness, tasked with building a high‑performing CRM and customer experience function, split between operational excellence, team leadership, and retention strategy to drive measurable outcomes for the supplement brand.

Skills & qualifications

RequiredNice to have

Skills

Team ManagementOperational ExcellenceCustomer ExperienceFreshchatExotelWhatsApp MarketingLifecycle CampaignsRetention Flows

Qualifications

3–5 Years Experience

Full job description

Manager – CRM & Customer Experience – Be Wellness

Location: Gurgaon (In-office) | Experience: 3–5 years | Type: Full Time

About Be Wellness Be Wellness is a science-first supplement brand focused on building products that deliver real, measurable outcomes.

Role Overview This is a hands-on management role responsible for building a high-performing CRM and customer experience function. 60% operational excellence and team management, 40% retention strategy and optimisation.

Key Responsibilities

  • CRM Operations & Customer Experience: Own inbound/outbound communication, set and monitor SLAs, handle escalations, build SOPs

  • Team Management: Manage and coach CRM team, train on product knowledge and advisory selling

  • Retention & CRM Strategy: Own retention calendar, build customer journeys (welcome, abandoned cart, post-purchase, replenishment, cross-sell, win-back)

  • WhatsApp & Campaign Execution: Plan and execute WhatsApp campaigns and automated flows

  • Customer Advisory & Product Guidance: Build consultative communication approach

  • Performance Tracking: Track CRM revenue, repeat purchase rate, campaign performance, SLA adherence

Ideal Candidate

  • 4–5 years in CRM, retention, customer experience or support operations

  • Experience managing a small team

  • Hands-on with WhatsApp marketing, lifecycle campaigns, retention flows

  • Familiarity with Freshchat, Exotel or similar tools

  • Commercially aware — connects CRM to revenue and retention

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