Customer Relationship Manager (Loyalty Program)- Fashion Industry

Glan Management Consultancy; Gurugram District; On-site; INR 480,000 - 720,000; Full time

Job summary

Glan Solutions in Gurgaon is seeking a detail-oriented CRM and Customer Service Associate to manage customer data, run loyalty initiatives, and drive retention through CRM-driven campaigns across email, SMS, and other channels.

You will collaborate with marketing, sales, and product teams to analyze customer behavior, optimize campaigns, and ensure accurate data, with a focus on delivering a superior customer experience.

Qualifications

• Bachelor's degree in Marketing, Business Administration, or related field.
• 3-6 years of CRM and customer service experience.
• Experience with loyalty programs or retention initiatives.

Responsibilities

• Customer Data Management: Maintain and update the CRM database for accuracy and actionable profiles.
• Campaign Management: Plan and execute CRM campaigns across email, SMS, and other channels; optimize with A/B testing and automation.
• Customer Engagement and Retention: Develop loyalty programs and initiatives; address customer issues via CRM tools.
• Analytics and Reporting: Analyze data to identify trends and report on engagement and ROI.
• Collaboration and Coordination: Work with marketing, sales, and IT; coordinate CRM updates with vendors.
• Customer Interaction and Support: Provide service via phone, email, chat, and social channels.

Skills

CRM software

Analytical skills

Communication skills

Email marketing

Customer segmentation

Marketing automation

Loyalty program experience

Education

Bachelor's degree in Marketing or related field

Tools

Salesforce

HubSpot

Zoho

Job description

Position: CRM and Customer Service Associate (Loyalty Program)

Location: Gurgaon

Experience: 3-6 year

Industry: Fashion/apparel/Leather

Qualifications: Bachelor degree in Marketing, Business Administration, or a related field

We are seeking a detail-oriented and proactive CRM Associate to join our team. This role involves calling customer, managing customer data, analyzing customer behavior, and implementing strategies to enhance customer relationships and drive retention. The ideal candidate will collaborate with marketing, sales, and product teams to execute effective campaigns and improve overall customer experience using CRM tools. This position will be reporting to marketing and working closely with operations for our brand.

Key Responsibilities

1. Customer Data Management:
   • · Maintain and update the CRM database to ensure data accuracy and consistency.
   • · Segment customer data to enable targeted and personalized marketing efforts.
   • · Monitor customer interactions to keep profiles current and actionable.
2. Campaign Management:
   • · Plan and execute CRM-driven campaigns across email, SMS, and other communication channels.
   • · Optimize campaigns through A/B testing, personalization, and automation.
   • · Track and analyze campaign performance to provide actionable insights.
3. Customer Engagement and Retention:
   • · Develop and implement customer loyalty programs and initiatives.
   • · Identify and address customer pain points to improve satisfaction.
   • · Assist in resolving customer queries or concerns through CRM platforms.
4. Analytics and Reporting:
   • · Analyze customer data to uncover trends, preferences, and opportunities.
   • · Prepare detailed reports on customer engagement, retention, and campaign ROI.
   • · Provide recommendations to enhance the customer lifecycle journey.
5. Collaboration and Coordination:
   • · Work closely with marketing, sales, and IT teams to align CRM efforts with broader business goals.
   • · Coordinate with vendors and software providers for CRM platform updates and improvements
6. Customer Interaction and Support:
   • · Provide exceptional service through various channels (phone, email, chat, social media) while maintaining a professional and courteous tone.
   • · Address customer inquiries regarding products, orders, warranties, and repairs efficiently and accurately.
7. Skill Required:
   • · experience in a CRM role or a similar position.
   • · Proficiency in CRM software (e.g., Salesforce, HubSpot, Zoho, etc.).
   • · Strong analytical skills and the ability to interpret data effectively.
   • · Excellent communication and interpersonal skills.
   • · Knowledge of email marketing and customer segmentation techniques.
   • · Familiarity with marketing automation tools and platforms.
   • · Experience with loyalty programs or customer retention strategies.

Website: www.glansolutions.com

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