Customer Relationship Management Manager

About the role

The Customer Relationship Management (CRM) Manager will lead the CRM function across the Makani, Mr. Cleavers and Restofair brands. The role focuses on strengthening customer acquisition, retention, engagement and revenue generation through data‑driven strategies, structured order management and targeted campaigns.

Key responsibilities

• Drive CRM‑generated sales revenue against agreed targets for all three brands.
• Monitor monthly and quarterly sales performance, identify variances and implement corrective actions.
• Promote profitable product mixes, increase average order value and focus on high‑value customer segments to meet margin objectives.
• Collaborate with Sales and Commercial teams to align CRM activities with overall business goals.
• Analyse purchasing patterns, order values and customer profitability to uncover upselling and cross‑selling opportunities.
• Design and execute retention campaigns, loyalty initiatives and re‑engagement programs for at‑risk customers.
• Lead acquisition initiatives through outbound campaigns, digital leads and showroom follow‑ups.
• Develop customer segmentation models for personalized communication and offers.
• Oversee end‑to‑end CRM order management, ensuring timely logging, processing and resolution of enquiries and complaints.

Required profile

Required skills