Customer Relationship Management - Manager

: CRM Manager – Retention & Loyalty Programs

• Position: CRM Manager – Retention & Loyalty Programs
• Department: Customer Relationship Management / Marketing
• Location: As per business requirements
• Reporting To: Head – Business Development / Marketing / CEO

About Lokmanya Co-Operative Society

Lokmanya Co-Operative Society is committed to delivering exceptional financial services and building long-term relationships with its members and customers. We are seeking an experienced CRM Manager to lead customer retention initiatives and loyalty programs aimed at increasing engagement, satisfaction, and lifetime value.

Role Purpose

The CRM Manager will be responsible for developing and executing customer retention strategies and loyalty programs to improve customer engagement, reduce attrition, increase product penetration, and strengthen long-term relationships with members and customers across the organization.

Key Responsibilities

• Develop and implement customer retention strategies to improve customer lifetime value and reduce customer churn.
• Monitor customer behavior and identify early warning signs of attrition.
• Design proactive retention campaigns targeting high-risk and inactive customers.
• Analyze customer journey touchpoints and recommend improvements to enhance customer experience and satisfaction.
• Design, launch, and manage customer loyalty and rewards programs.
• Plan and execute targeted CRM campaigns through SMS, email, WhatsApp, call center, and digital channels.
• Collaborate with marketing and business teams for cross-sell and upsell campaigns.
• Generate actionable insights and reports on retention and loyalty performance.
• Work closely with branch teams, operations, marketing, and product teams.
• Drive CRM automation initiatives and customer segmentation.

Key Performance Indicators (KPIs)

• Customer Retention Rate
• Customer Churn Rate
• Loyalty Program Enrollment and Participation
• Customer Lifetime Value (CLV)
• Cross-sell and Upsell Conversion Rate
• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)

Qualifications

• Bachelors degree in Business Administration, Marketing, Finance, or related discipline.
• MBA or Postgraduate qualification preferred.

Experience

• 5–8 years of experience in CRM, Retention, Loyalty Programs, or Customer Experience Management.
• Experience in Banking, Financial Services, NBFC, Insurance, or Cooperative Banking preferred.

Skills & Competencies

• Strong understanding of retention and loyalty strategies.
• CRM systems and marketing automation knowledge.
• Data analysis and customer segmentation skills.
• Excellent communication and stakeholder management skills.
• Customer-centric mindset with commercial acumen.