CRM Manager | Scrabble
Posted on October 27, 2022
Job Description
Position: CRM Lead (D2C)
About the Company
Pureplay Skin Sciences (India) Pvt Ltd are creators of the brands Plum, Bodylovin’ & Phy. These are new-age brands bringing delight &
goodness to the world of beauty & personal care for women and men. With a strong D2C base plus a growing omnichannel (online and
offline) presence, award-winning products and a loyal, engaged customer base, we are scaling rapidly, while staying true to our purpose
of adding goodness to the world we live in. We are a Series B-funded startup headquartered out of Thane, near Mumbai, India.
Position Details
Function D2C (Direct-to-consumer)
Location Thane
Reports to D2C Head
Purpose – Why does it exist?
To lead CRM for our D2C Channels
Key Performance Indicators
1. % of repeat customers
2. LTV/CAC
3. NPS
Key Responsibilities
1. Plan and deliver CRM strategies to retain existing customers and increase the LTV
2. Segment and improvise customer database segmentation in order to target marketing activities appropriately
3. Define the capabilities and drive implementation of the required CRM tech, in coordination with tech team
4. Drive CRM data governance which will include
Data standards
Data audit
Data structures
User access rights
Reporting
5. Conceptualize, execute and analyse retention campaigns. This will include idea generation, proposal preparation,
overseeing the production process, and execution.
6. Continually improve the backend, technology as well as the customer interface to improve customer delight and
stickiness to the brand & the channel
About the Company
Pureplay Skin Sciences (India) Pvt Ltd are creators of the brands Plum, Bodylovin’ & Phy. These are new-age brands bringing delight &
goodness to the world of beauty & personal care for women and men. With a strong D2C base plus a growing omnichannel (online and
offline) presence, award-winning products and a loyal, engaged customer base, we are scaling rapidly, while staying true to our purpose
of adding goodness to the world we live in. We are a Series B-funded startup headquartered out of Thane, near Mumbai, India.
Position Details
Function D2C (Direct-to-consumer)
Location Thane
Reports to D2C Head
Purpose – Why does it exist?
To lead CRM for our D2C Channels
Key Performance Indicators
1. % of repeat customers
2. LTV/CAC
3. NPS
Key Responsibilities
1. Plan and deliver CRM strategies to retain existing customers and increase the LTV
2. Segment and improvise customer database segmentation in order to target marketing activities appropriately
3. Define the capabilities and drive implementation of the required CRM tech, in coordination with tech team
4. Drive CRM data governance which will include
Data standards
Data audit
Data structures
User access rights
Reporting
5. Conceptualize, execute and analyse retention campaigns. This will include idea generation, proposal preparation,
overseeing the production process, and execution.
6. Continually improve the backend, technology as well as the customer interface to improve customer delight and
stickiness to the brand & the channel
Experience & Qualification
1. MBA from a reputed college (preferred) with minimum 3 years’ experience in CRM or associated roles
2. D2C or beauty industry experience highly preferred
3. Highly analytical in approach, combined with ability to glean consumer insights and derive action plans from those
4. A passion for numbers
5. Top notch problem-solving skills & Excel skills
6. Excellent planning skills, analytical ability and lateral thinking ability
7. Ability to work under pressure
Competencies Behavioral Indicators
Thinks analytically, yet out of the box Keeps calm under pressure
Loves numbers Is aggressive in chasing targets
Teamwork (Working with internal and external stakeholders)
Eager and fast learner
Influencing skills and leadership skills
Working relationships – Stakeholders
Marketing, D2C Teams
1. MBA from a reputed college (preferred) with minimum 3 years’ experience in CRM or associated roles
2. D2C or beauty industry experience highly preferred
3. Highly analytical in approach, combined with ability to glean consumer insights and derive action plans from those
4. A passion for numbers
5. Top notch problem-solving skills & Excel skills
6. Excellent planning skills, analytical ability and lateral thinking ability
7. Ability to work under pressure
Competencies Behavioral Indicators
Thinks analytically, yet out of the box Keeps calm under pressure
Loves numbers Is aggressive in chasing targets
Teamwork (Working with internal and external stakeholders)
Eager and fast learner
Influencing skills and leadership skills
Working relationships – Stakeholders
Marketing, D2C Teams