Manager – CRM & Customer Experience

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