CRM Lead

Company Overview

Not specified.

Job Summary

We are seeking an analytical, strategic, and client-obsessed CRM Lead to own the end-to-end customer lifecycle, lead intelligence, and retention engine for Mookuthi. This role is pivotal in bridging performance marketing with high-touch sales consultations across physical boutiques, online store, and international client base. The CRM Lead will manage customer journeys, execute cohort analytics, optimize lead hygiene, and nurture feedback loops to uphold Mookuthi’s luxury standards at every touchpoint, both locally and globally.

Responsibilities

• Lead Management, Scoring & Quality Insights

  • Manage lead flow across multiple channels including global and domestic performance ads, WhatsApp Business, Instagram DMs, website inquiries, international requests, and walk-ins at physical stores.
  • Maintain strict response time SLAs (less than 15 minutes for priority inquiries).
  • Analyze interactions from calls, ORM channels, store notes, WhatsApp conversations, and social feedback to capture client sentiment, preferences, and purchase triggers.
  • Provide weekly/monthly lead quality feedback to marketing and agency partners to refine ad targeting, channel mix, and cost-per-qualified-lead (CPQL).

• Customer Cohort Analysis & Retention Strategy

  • Design and monitor monthly purchase cohorts to analyze repeat purchase behavior, lifetime value (LTV), and cross-category penetration.
  • Implement targeted re-engagement campaigns and personalized lifecycle triggers based on cohort insights, such as anniversaries, birthdays, and styling recommendations.

• Database Hygiene & Pipeline Purging Protocols

  • Enforce data standardization, contact enrichment, and deduplication protocols across all client touchpoints.
  • Establish criteria for archiving or removing inactive or invalid leads, including immediate removal for invalid contacts or unsubscribe requests, and archiving leads with zero engagement after specified periods.

• Collections, SKUs & Design Feedback Loop

  • Track conversion rates, consultation inquiries, and loss reasons at SKU and collection levels, broken down by styles, gold vs gemstones, and sizing.
  • Collaborate with the Chennai workshop and product design teams to share customer preferences on gold purity, craftsmanship, stone selections, and custom design requests from domestic and international patrons.

• CRM Systems, Mailers & Lifecycle Automation

  • Administer and optimize Mookuthi’s CRM platforms, including CRM software, WhatsApp Business API, Klaviyo, and ORM.
  • Oversee targeted email and WhatsApp campaigns for various initiatives such as the Mookuthi show, store events, regional festivals, new collections, and launches, analyzing engagement and sales impact.

Qualifications

• 3–6 years of experience in CRM, Clienteling, or Customer Analytics within Luxury Retail, Fine Jewellery, High-Fashion, or Bespoke E-commerce.
• Technical proficiency in CRM platforms, messaging APIs, ORM, and email marketing platforms.
• Hands-on experience with cohort analysis, database segmentation, and dashboard tools.
• Strong analytical writing skills with an understanding of luxury tone and client psychology.
• Excellent communication skills, capable of translating data insights into actionable strategies.
• Educational qualifications: Bachelor’s degree in Business, Marketing, Data Analytics, or related fields.

Preferred Skills

• Experience working with multilingual customer interactions.
• Familiarity with performance marketing metrics and feedback integration.
• Knowledge of inventory and demand mapping at SKU level.
• Ability to collaborate effectively with product design and workshop teams.
• Experience with lifecycle automation tools and campaign management.

Experience

• Minimum of 3 years in CRM or customer analytics roles, preferably in high-end retail or luxury sectors.
• Proven track record of managing multi-channel customer engagement and retention programs.

Environment

• The role may involve a hybrid work setting with in-office and remote work components.
• Located in or near Chennai, with potential international interactions.
• The work environment emphasizes luxury standards, client confidentiality, and high-touch customer service.

Salary

Not specified.

Growth Opportunities

Not specified.

Benefits

Not specified.