CRM Manager (Retail)
CRM Manager (Retail)
Posted on :
22-07-2025
Employer Active
1 Vacancy
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Jobs by Experience
5years
Monthly Salary
15000 - 20000
Vacancy
1 Vacancy
Posted on :
22-07-2025
Job Description
Role Overview:
We are looking for a highly motivated and hands-on CRM Manager to lead the execution and daily operations of our customer relationship initiatives. The ideal candidate will be deeply involved in customer support loyalty program management e-commerce platform administration and ensuring a seamless customer experience across all channels.
Key Responsibilities:
Key Responsibilities:
- Customer Support Management
- Lead and manage the customer support team to ensure high-quality service delivery across channels (chat email hotline).
- Monitor KPIs such as response time resolution rate and customer satisfaction.
- Implement SOPs to streamline issue resolution and enhance customer experience. - Refund & Dispute Handling
- Own and manage the end-to-end refund process including fraud checks approvals and customer communication.
- Collaborate with finance and e-commerce teams to ensure accurate and timely transactions. - E-commerce Platform Management
- Handle day-to-day operations including listing pricing promotion setup order tracking and inventory coordination.
- Monitor platform performance customer reviews and drive improvements.
- Execute seasonal and platform-led campaigns to increase visibility and conversions. - Commission Rate Management
- Liaise with platform representatives to review commission rates.
- Track cost-saving outcomes and build internal reporting to show performance impact. - Loyalty Program & App Management
- Maintain and enhance the loyalty program to increase repeat purchases and customer lifetime value.
- Work with tech and marketing teams to improve app UX/UI manage app promotions and track user engagement.
- Regularly review member feedback and analytics to iterate on features. - Data Analysis & Reporting
- Use CRM and customer data to derive insights monitor retention KPIs and measure campaign success.
- Create regular reports and dashboards for internal stakeholders. - Customer Segmentation & Targeting
- Segment customers based on behavior preferences and purchase history to enable personalized communication.
- Coordinate with the marketing team for targeted email/SMS/push campaigns. - Customer Journey Optimization
- Identify drop-off points or friction areas in the customer journey and work on solutions to enhance user flow and satisfaction. - Feedback Loop Management
- Establish mechanisms to collect and act on customer feedback from all channels.
- Work closely with product ops and marketing to implement improvements based on feedback. - Team Coordination & Vendor Management
- Coordinate with outsourced vendors (e.g. third-party support teams loyalty tech providers).
- Ensure SLAs are met and tools/platforms are functioning smoothly.
Requirements
- Bachelor s degree in Business Marketing Communications or a related field.
- 7 10 years of relevant CRM or customer operations experience.
- Background in retail or F&B industries is highly preferred.
- Strong working knowledge of e-commerce platforms and customer service processes.
- Hands-on executor.
- Proficient with CRM systems customer databases and loyalty program tools.
- Strong organizational analytical and negotiation skills.
- Excellent communication skills and cross-functional collaboration abilities.
Customer support operations, Refund & dispute resolution, E-commerce platform management, Loyalty program management, CRM tools & database management, Customer segmentation & targeting, Performance reporting & data analysis, Commission negotiation, Mobile app management, Cross-functional coordination, Customer journey optimization, Excellent communication skills, Hands-on execution, Strong problem-solving skills, Retail/F&B background
Employment Type
Full Time
Company Industry
Key Skills
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