Manager - CRM & Customer Experience

Antler; Gurugram District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Be Wellness in Gurgaon (in-office) is seeking a Manager – CRM & Customer Experience to lead a hands-on CRM and customer experience function. This role splits time between 60% operational excellence and 40% retention strategy, with a small team.

You will own CRM operations, loyalty campaigns, WhatsApp flows, and consultative customer guidance, and report on performance metrics like revenue and repeat purchases.

Qualifications

• 4–5 years in CRM, retention, customer experience or support operations.
• Experience managing a small team.
• Hands-on with WhatsApp marketing and lifecycle campaigns.
• Familiarity with Freshchat, Exotel or similar tools.
• Commercially aware — connects CRM to revenue and retention.

Responsibilities

• CRM Operations & Customer Experience: Own inbound/outbound communication, set SLAs, handle escalations, build SOPs
• Team Management: Manage and coach CRM team, train on product knowledge and advisory selling
• Retention & CRM Strategy: Own retention calendar, build customer journeys (welcome, abandoned cart, post-purchase, replenishment, cross-sell, win-back)
• WhatsApp & Campaign Execution: Plan and execute WhatsApp campaigns and automated flows
• Customer Advisory & Product Guidance: Build consultative communication approach
• Performance Tracking: Track CRM revenue, repeat purchase rate, campaign performance, SLA adherence

Skills

CRM operations

Team management

Lifecycle campaigns

Retention strategies

Customer experience

WhatsApp marketing

Tools

Freshchat

Exotel

Job description

Manager – CRM & Customer Experience – Be Wellness

Location: Gurgaon (In-office) | Experience: 3–5 years | Type: Full Time

About Be Wellness

Be Wellness is a science-first supplement brand focused on building products that deliver real, measurable outcomes.

Role Overview

This is a hands-on management role responsible for building a high-performing CRM and customer experience function. 60% operational excellence and team management, 40% retention strategy and optimisation.

Key Responsibilities

• CRM Operations & Customer Experience: Own inbound/outbound communication, set and monitor SLAs, handle escalations, build SOPs
• Team Management: Manage and coach CRM team, train on product knowledge and advisory selling
• Retention & CRM Strategy: Own retention calendar, build customer journeys (welcome, abandoned cart, post-purchase, replenishment, cross-sell, win-back)
• WhatsApp & Campaign Execution: Plan and execute WhatsApp campaigns and automated flows
• Customer Advisory & Product Guidance: Build consultative communication approach
• Performance Tracking: Track CRM revenue, repeat purchase rate, campaign performance, SLA adherence

Ideal Candidate

• 4–5 years in CRM, retention, customer experience or support operations
• Experience managing a small team
• Hands-on with WhatsApp marketing, lifecycle campaigns, retention flows
• Familiarity with Freshchat, Exotel or similar tools
• Commercially aware — connects CRM to revenue and retention