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