Customer Relationship Management (CRM) Manager

weekday-1Mumbai, Maharashtra, India

On-site Full-time ₹500K/yr - ₹1M/yr

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Experience Level

Manager

Qualifications

Essential Qualifications2–4 years of experience in ORM, CRM, or customer experience roles within a Direct-to-Consumer (D2C) brand. Hands-on knowledge of CRM tools such as Contlo, Bitespeed, Sage Pilot, or equivalent platforms. Exceptional written communication skills—clear, empathetic, and solution-oriented. Experience in managing customer queries through social media and messaging applications. Able to handle a high volume of conversations while paying attention to detail. Familiarity with Shopify or e-commerce order management systems, including return and exchange handling. Understanding of retention marketing strategies and customer journey mapping. Experience in managing escalations and sensitive customer interactions.

About the job

Exciting Opportunity for a CRM Manager with Weekday's Client

Salary range: ₹500,000 - ₹1,000,000 (INR 5 - 10 LPA)

Minimum Experience Required: 2 years

Location: Mumbai

Job Type: Full-time

Key Responsibilities

1. Online Reputation Management (ORM)

Effectively manage and respond to customer inquiries, comments, and direct messages across various social media platforms.
Address customer complaints and feedback with clarity and empathy.
Ensure all conversations are promptly addressed, leaving no issues unresolved.
Maintain a consistent and engaging brand voice in all customer interactions.

2. Customer Relationship Management (CRM)

Oversee and implement CRM workflows utilizing WhatsApp, email, and SMS channels.
Utilize tools such as Contlo, Bitespeed, Sage Pilot, or similar platforms.
Set up and optimize automated campaigns, including welcome messages, abandoned cart reminders, and retention initiatives.
Work collaboratively with the marketing team to ensure cohesive campaign messaging and targeting strategies.

3. Customer Experience & Issue Resolution

Take full ownership of resolving customer issues until they are completely addressed.
Collaborate with internal teams (operations, warehouse) to ensure swift resolution of queries.
Manage returns, exchanges, and order-related concerns as necessary.

4. Reporting & Insights

Monitor common customer concerns, feedback, and complaints.
Provide actionable insights to improve products, operations, and communication.
Track CRM campaign performance metrics and customer engagement.

About weekday-1

At Weekday-1, we partner with innovative brands to enhance their customer engagement strategies. We are dedicated to creating a meaningful impact in the customer relationship landscape.

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