CRM Manager Loyalty & Customer Engagement

Job Description CRM Manager

Function: Marketing | Location: Mumbai | Industry: QSR – Mad Over Donuts (MOD)**
Reporting To: Head – Marketing

Role Purpose: Own MOD’s CRM & Loyalty agenda end-to-end — ideate, plan, execute and optimize initiatives that drive repeat visits, customer retention, frequency and revenue.

Key Responsibilities

• Drive the CRM calendar, campaigns and customer journeys across WhatsApp, SMS, Email, App/Push, etc.
• Independently ideate offers, loyalty initiatives, engagement campaigns and customer journeys.
• Segment customers based on spend, frequency, behaviour and location.
• Take initiatives from idea execution tracking optimisation.
• Work closely with Digital, Creative, Operations, Technology and external partners.
• Analyse campaign performance and identify what worked, what didn’t and what to do next.
• Track CRM revenue, repeat rate, retention, frequency, reactivation and ROI.
• Stay close to customer behaviour, QSR trends and new CRM opportunities.

Key KPIs: CRM Revenue | Repeat Rate | Retention | Frequency | Reactivation | Campaign ROI | Customer Growth

Skillsets:

• 7–10 years in CRM / Loyalty / Digital Marketing; QSR, Retail, FMCG or E-commerce preferred.
• Strong ideation + execution capability.
• Data-driven, commercially sharp and customer-focused.
• Hands-on, proactive and comfortable working independently.
• Strong stakeholder and agency management skills.
• Someone who can think of the idea, build the plan and get it executed.