Customer Relationship Management Team Lead

ibaby; Delhi; On-site; INR 650,000 - 1,200,000; Full time

Job summary

ibaby in India is seeking a CRM Manager to own the customer lifecycle end-to-end, drive retention, and turn one-time buyers into loyal customers across email, WhatsApp, calls, and social channels.

You will work with Shopify and Google Sheets/CRM data to design targeted campaigns, segment high-value customers, monitor performance, and collaborate with store and marketing teams to align outreach calendars and messaging.

Qualifications

• 2–5+ years in CRM or customer lifecycle roles.
• Excellent spoken and written English with warm, professional communication.
• Strong analytical skills and data-driven decision making.
• Experience in retail/e-commerce is a plus.

Responsibilities

• Own CRM strategy and lifecycle campaigns across channels.
• Build segmentation frameworks using Shopify and Sheets data.
• Drive proactive outreach to convert segments into repeat purchases.
• Monitor metrics: conversion, response rate, repeat purchase rate, CLV, ROI; report insights.

Skills

CRM Strategy

Data analysis

Outbound sales

Campaign management

Segmentation

Tools

Shopify

Google Sheets

Klaviyo

Mailchimp

Job description

ibaby is a premium baby retail brand offering parents in India a curated range of essentials across feeding, travel gear, bath & body, toys, and more. With stores in Gurgaon and Punjabi Bagh, along with our growing e-commerce platform at ibabyxpress.com, we are on a mission to become India's most trusted destination for premium baby essentials.

About the Role

As a CRM Manager at ibaby, you will own the customer lifecycle end-to-end—building and executing retention strategies, driving repeat purchases through smart segmentation, and ensuring every customer touchpoint (phone, WhatsApp, email, social) strengthens the relationship with our brand. You will work closely with Shopify and Google Sheets/CRM data to identify high-value segments, design targeted campaigns, and turn one-time buyers into loyal customers. This role suits someone who thinks in funnels and cohorts, but is just as 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, seasonal offers) across email, WhatsApp, and calls.
• Build and maintain customer segmentation frameworks using Shopify and Google Sheets data to identify high-value, at-risk, and repeat-purchase opportunities.
• Drive proactive outreach—calls and messages—to convert segments into repeat purchases and upsells.
• Set up and monitor CRM performance metrics: conversion rates, response rates, repeat purchase rate, CLV, and campaign ROI, reporting insights regularly.
• Oversee customer query resolution across phone, WhatsApp, email, and social media, ensuring a consistent, professional, and prompt brand voice.
• Manage order-related communication (updates, delays, exchanges, returns) with a resolution-first approach, feeding recurring issues back into process improvements.
• Partner with store and marketing teams to align outreach calendars, promotions, and messaging.
• Gather and structure customer feedback into actionable insights for product, marketing, and operations teams.
• Continuously refine customer data hygiene and organization across Shopify and Google Sheets to support accurate segmentation and reporting.

Requirements

• 2-5+ years of experience in CRM, customer retention, tele-sales, or a similar customer lifecycle role.
• Excellent spoken and written English with clear, warm, and professional communication.
• Strong hands-on proficiency in Google Sheets for data analysis, segmentation, and campaign tracking.
• Comfortable making outbound sales calls and following up to drive conversions.
• Familiarity with Shopify or another e-commerce platform is an advantage.
• Strong analytical and organizational skills; able to translate data into action.
• Empathetic, patient, and solution-oriented, especially when working with new parents.

Good to Have

• Experience in retail, e-commerce, or a baby/parenting brand.
• Exposure to WhatsApp Business API, bulk messaging tools, or CRM platforms.
• Working knowledge of email marketing platforms (Klaviyo, Mailchimp, etc.) and basic segmentation/automation logic