Job Description

Role Summary

Own the end-to-end customer/ Client relationship for a fast-moving FMCG brand--driving retention, repeat purchase, and customer satisfaction across marketplaces, quick commerce, and D2C channels.

Key Responsibilities

Customer Lifecycle & Retention:

Build journeys (welcome, repurchase, win-back), segment users, and run cohort-based campaigns to lift repeat rate and LTV.

CRM Operations:

Manage CRM tools (email, SMS, WhatsApp) and loyalty/referral programs; maintain clean lists and consent.

Service & Escalations:

Handle tickets, returns/replacements, NPS/CSAT, and close the loop with ops, logistics, and quality teams.

Insights & Reporting:

Publish weekly dashboards (repeat rate, CAC payback, churn, NPS, CSAT, AOV, LTV) with actions.

Marketplace & Q-Commerce Coordination:

Align with Blinkit/Zepto/Instamart/Amazon for customer issues, ratings, and reviews.

Compliance & Data Hygiene:

Ensure opt-in, unsubscribe, and data privacy standards are met.

Cross-Functional Collaboration:

Work with Sales, Marketing, and Factory Ops to prevent repeat complaints and improve CX.

Qualifications

3-5 years of

hands-on CRM experience in FMCG

(beverages/food preferred). Proficiency with CRM platforms and WhatsApp Business. Strong Excel/Sheets skills; comfort with dashboards. Excellent spoken/written English & Hindi;

calm

, customer-first mindset.

On-site availability in Kamla Nagar

; comfortable with a

6-day work week

.

For more information, contact: +91-9211311226

Job Types: Full-time, Permanent

Pay: ?20,000.00 - ?25,000.00 per month

Benefits:

Cell phone reimbursement Internet reimbursement Provident Fund
Work Location: In person