Customer Relationship Management Specialist

Job description

Assistant Manager – CRM (Beauty Loyalty) Location: Shoppers Stop, Mumbai Role Summary This role will be responsible for managing CRM initiatives for the Beauty loyalty program, with a strong focus on driving customer engagement, repeat purchase, and overall customer value. The ideal candidate should be comfortable working with data, tracking performance, and translating insights into actionable campaigns. Key Responsibilities •Plan and execute CRM campaigns across channels such as SMS, email, WhatsApp and app notifications •Manage the Beauty loyalty program, including offers, rewards, and customer engagement initiatives •Track campaign performance and key metrics such as repeat rate, conversion, and customer spend •Analyse customer data to identify trends, segments, and opportunities for growth •Build and maintain regular reports and dashboards for business tracking •Work closely with marketing, category, and digital teams to align CRM initiatives with business priorities •Drive customer segmentation and support personalized communication strategies •Ensure data accuracy and hygiene within CRM systems Candidate Profile 3–6 years of experience in CRM, loyalty, or customer marketing roles Strong comfort with numbers and data analysis is essential Good working knowledge of Excel (pivot tables, reporting, basic analysis) Experience with CRM tools/platforms is preferred Prior experience in retail, beauty, or e-commerce will be an advantage Key Skills Analytical thinking, Attention to detail, Campaign management, Stakeholder coordination, Problem-solving What We’re Looking For Someone who is hands-on, detail-oriented, and comfortable working with data on a day-to-day basis. The role requires a balance of execution and analysis, with a clear focus on improving customer engagement and loyalty performance.