Customer Relationship Management Manager

Company Description

Roza is a thoughtfully curated clothing brand grounded in timeless elegance, sustainability, and slow fashion. The brand blends modern aesthetics with traditional craftsmanship, creating clean, minimal silhouettes that highlight the beauty of handwoven textiles. Each collection starts with fabrics crafted by master artisans across India, honoring their heritage while reimagining them for contemporary wardrobes. With a focus on enduring materials such as aging linens, hand-painted florals, and sustainable silks, Roza designs garments intended to last beyond trends and seasons. The brand's mission is to create pieces that become cherished wardrobe staples, worn and loved for years.

Role Description The Customer Relationship Management Manager is a full-time, on-site role based in North Delhi. This role is responsible for developing and managing CRM strategies to enhance customer engagement, retention, and lifetime value across all channels. Day-to-day tasks include segmenting customer databases, designing and executing targeted campaigns, monitoring customer journeys, and analyzing performance metrics to optimize communication and sales outcomes. The manager will collaborate closely with marketing, sales, and operations teams to ensure a consistent brand experience, oversee CRM tools and workflows, and maintain data accuracy and compliance. The role also involves identifying opportunities for personalization, gathering customer feedback, and proposing initiatives that deepen customer loyalty and advocacy for Roza.

Qualifications

• Candidates should possess strong Analytical Skills, including reporting, and performance measurement.
• Candidates should possess effective Communication skills to collaborate cross-functionally and engage with customers and internal stakeholders.
• Candidates should possess Sales-related skills, with experience driving customer retention, upselling, and cross-selling initiatives.
• Candidates should possess Market Segmentation skills, including audience profiling, customer journey mapping, and campaign targeting.
• Experience with CRM platforms (e.g., Interakt, Quickreply, or similar) and marketing automation tools is beneficial.
• Familiarity with fashion, retail, or e-commerce environments and understanding of customer lifecycle marketing is an advantage.
• Bachelor's degree in Marketing, Business, Communications, or a related field, or equivalent practical experience.

Experience

A minimum 4-5 years in CRM is required. Must have the ability to run a team and steer towards desired goals.