Job Title: CRM Manager Kids Footwear & Apparel
Location: Noida
Department: Marketing / Customer Experience
Experience: 4+ Years
Job Summary
We are looking for a result-oriented CRM Manager to drive customer engagement across both online (e-commerce) and retail stores for our kids footwear and apparel brand. The role will focus on loyalty programs, customer retention, retargeting strategies, reducing bounce rates, and improving overall customer satisfaction.
The ideal candidate should have strong analytical skills, experience in omni-channel CRM, and a deep understanding of customer lifecycle management in the retail or fashion industry.
Key Responsibilities
- Develop and execute CRM strategies for both online and offline retail customers.
- Design and manage loyalty programs to increase repeat purchases and customer lifetime value.
- Drive retention and win-back campaigns through email, SMS, WhatsApp, and push notifications.
- Plan and optimize retargeting campaigns (cart abandonment, browsing abandonment).
- Analyze customer data to reduce bounce rate and improve conversion rates.
- Monitor key KPIs such as retention rate, CLV, repeat purchase rate, and customer satisfaction (CSAT/NPS).
- Collaborate with marketing, e-commerce, retail, and customer service teams to enhance customer experience.
Required Skills & Qualifications
- 5+ years of experience in CRM, preferably in retail, fashion, or kids wear brands.
- Strong knowledge of CRM tools preferred to opt culture or similar and marketing automation platforms.
- Experience handling omni-channel customer journeys (E-commerce + Store).
- Data-driven mindset with strong analytical and reporting skills.
- Excellent communication and cross-functional coordination skills.
Key Performance Indicators (KPIs)
- Increase in repeat purchase rate
- Improvement in customer retention & loyalty engagement
- Reduction in bounce rate
- Growth in customer lifetime value
- Improvement in CSAT / NPS
