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