Customer Support Specialist

CRM Operations Manager
Role Summary

We are looking for a CRM Operations Manager to own the end-to-end execution of all CRM communication — email, Whats App, and lifecycle flows. This is a hands-on, platform-deep role. You will be the primary operator of our CRM stack, responsible for building, scheduling, and broadcasting campaigns while also bringing rigour to how we measure and optimise performance across our customer base.
What You Will Do

CRM Campaign Management
Own the end-to-end creation, setup, and broadcast of all CRM campaigns across email and Whats App, from brief to deployment.
Build and manage campaign calendars aligned with product launches, drops, seasonal moments, and lifecycle milestones.
Set up automated flows and triggers: welcome series, post-purchase, reactivation, waitlist nurture, cart abandonment etc.
QA all campaigns before broadcast — copy, links, segmentation, rendering across devices.

Platform Operations
Serve as the lead user and administrator of the CRM platform (Klaviyo, Zoho, or equivalent).
Manage audience segments, lists, and suppression logic to ensure deliverability and compliance.
Maintain platform hygiene: list health, bounce management, unsubscribe handling, and data integrity.
Evaluate and recommend improvements to the CRM tech stack as the brand scales.

Analytics & Audience Insights
Track and report on key CRM metrics: open rates, CTR, conversion, revenue attribution, and list growth.
Build and maintain dashboards to surface actionable insights on customer behaviour and campaign performance.
Conduct A/B tests on subject lines, send times, content formats, and CTAs and translate findings into clear recommendations.
Develop audience segmentation strategies based on purchase behaviour, engagement history, and lifecycle stage.

Cross-functional Collaboration
Close collaboration and partnership with the copywriter to brief, review, and deploy campaign copy within timelines.
Work with the design team to ensure all visual assets are CRM-ready and render correctly across platforms
Align with the brand and product team on drop schedules and launch communication windows.

What We Are Looking For

Must-have experience
3–5 years of experience in a CRM, lifecycle marketing, or retention marketing role.
Hands-on, platform-level proficiency with at least one major CRM tool — Klaviyo, Zoho CRM/Campaigns, MoEngage, Web Engage, or equivalent.
Demonstrated experience setting up automated flows, triggers, and audience segments independently.
Solid grasp of CRM analytics — you are comfortable building reports, reading cohort data, and acting on it.
Experience managing email and Whats App/ SMS as CRM channels.
Strong attention to detail — a single broken link or wrong segment in a broadcast is unacceptable to you.

Good to have
Experience working with a D2C or premium consumer brand.
Familiarity with HTML email templates and basic CSS for email rendering fixes.
Exposure to Whats App Business API
Understanding of CRM compliance: DPDP Act (India), GDPR basics, and opt-in/opt-out best practices.
The Kind of Person Who Will Thrive Here

You take ownership. If a broadcast goes out wrong, you are the first to catch it and the last to leave until it is fixed.
You are systems-minded. You build processes that don't break when things get busy.
You care about the brand. You understand that at Rotoris, a poorly timed email is not just a missed open, it is a damage to an experience we have spent years building.
You are comfortable in a small team where everyone operates close to the work.

What We Offer

A front-row seat at one of India's most exciting emerging luxury brands.
The ability to build the CRM function not just execute within it.
Competitive compensation commensurate with experience.