Customer Relationship Management Manager

Company Description

VAIRAM is a fine diamond jewelry brand based in Singapore, committed to making diamonds accessible to people from all financial backgrounds. The brand believes that diamonds symbolize happiness and emotions, offering high-quality and creatively designed pieces at affordable prices. By combining quality craftsmanship and affordability, VAIRAM strives to prove that Diamond is for everyone.

Job description

Role Overview

We are seeking a data-driven and customer-obsessed CRM & Retention Marketing Specialist to lead our customer lifecycle and retention efforts. This is not a sales or CRM admin role — we're looking for someone with a strong marketing background who can design automated journeys, increase repeat purchases, and deepen customer relationships.

You will work at the intersection of customer behavior, content, and technology—driving repeat revenue and loyalty through personalized communication across email, SMS, and WhatsApp.

This Role is NOT For:

Candidates from CRM Sales, B2B SaaS Sales, or CRM Support/Admin backgrounds

Those looking for roles in business development, telesales, or lead generation

Candidates with only general CRM tool usage but no experience in customer lifecycle marketing

Key Responsibilities

Build and optimise automated CRM journeys (welcome, post-purchase, win-back) via platforms like Klaviyo, MoEngage, Mailchimp, etc.

Create tailored campaigns for segments such as new customers, high-value buyers, and at-risk users

Run A/B tests on messaging, offers, and timing; iterate based on performance metrics (open rate, CTR, conversion rate)

Collaborate with content and design teams to ensure messaging aligns with brand tone and customer expectations

Ensure CRM tools are integrated with Shopify and other customer data platforms

Analyse customer retention metrics such as repeat purchase rate, LTV, churn, and cohort behavior

Manage NPS surveys, post-purchase reviews, and feedback loops

Maintain list hygiene, manage opt-ins, and stay compliant with data regulations (GDPR/CCPA/local rules)

Qualifications

3.5 to 5 years of hands-on CRM/Retention Marketing experience in D2C, B2C, or eCommerce

Proficiency in platforms like Klaviyo, MoEngage, or other marketing automation tools

Solid understanding of lifecycle campaigns, customer segmentation, and retention strategies

Strong analytical mindset; ability to turn campaign data into actionable insights

Basic HTML skills for email formatting are a plus

Excellent written and verbal communication skills

Comfortable working cross-functionally with design, marketing, and CX teams

Passionate about customer experience, storytelling, and brand loyalty

Based in Chennai or open to a hybrid work setting from Chennai

To Apply:

Send your resume and a short note about why you're excited to join Vairam to [Confidential Information]