Manager – CRM & Customer Experience

Proof-of-Skill; Gurugram District; On-site; INR 1,200,000 - 1,800,000; 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. You will balance 60% operations and team management with 40% retention strategy and optimization.

You will own inbound/outbound communications, build customer journeys, and manage WhatsApp campaigns while ensuring SLA adherence and revenue impact.

Qualifications

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

Responsibilities

• Own inbound/outbound communication, set and monitor SLAs, handle escalations, build SOPs
• Manage and coach CRM team, train on product knowledge and advisory selling
• Own retention calendar, build customer journeys (welcome, abandoned cart, post-purchase, replenishment, cross-sell, win-back)
• Plan and execute WhatsApp campaigns and automated flows
• Customer advisory & product guidance, build consultative communication
• Track CRM revenue, repeat purchase rate, campaign performance, SLA adherence

Skills

CRM strategy

Team leadership

WhatsApp marketing

Lifecycle campaigns

Revenue-focused CRM

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