Customer Relationship Management Manager

JOB PURPOSE:

The CRM Manager is responsible for leading and managing the Customer Relationship Management function across Makani, Mr. Cleavers, and Restofair
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The role is responsible for strengthening customer acquisition, retention, engagement, and revenue generation through effective CRM strategies, structured order management, targeted campaigns, and data-driven decision-making.

The CRM Manager owns the department’s commercial and operational performance, including CRM-generated sales, margin contribution, customer retention, order management, customer satisfaction, and team productivity. The role is also responsible for building and developing a high‑performing CRM team and providing the Regional Customer Relations and Beverages Director with clear analysis and visibility on CRM performance across the supported brands.

• Drive CRM-generated sales revenue against agreed targets across Makani, Mr. Cleavers, and Restofair.
• Monitor monthly and quarterly sales performance against budget, identify variances, and implement corrective actions where required.
• Ensure the CRM team contributes to gross margin objectives by promoting profitable product mixes, increasing average order value, and focusing on high‑value customer segments.
• Collaborate with relevant Sales and Commercial teams to align CRM activities with overall business and brand objectives.
• Review customer purchasing patterns, order values, product mix, and customer profitability to identify opportunities for upselling and cross‑selling.
• Prepare and present CRM sales performance analysis, key variances, and corrective action plans to senior management.

• Maintain and improve Customer Retention Rate across all supported brands through structured customer engagement and follow‑up activities.
• Design and execute customer retention campaigns, loyalty initiatives, and re‑engagement programs for inactive, lapsed, or at‑risk customers.
• Lead customer acquisition initiatives through targeted outbound campaigns, customer databases, showroom follow‑ups, digital leads, and other relevant CRM channels.
• Monitor lead conversion and campaign effectiveness and continuously improve customer acquisition approaches based on results.
• Develop customer segmentation models to enable targeted communication, personalized offers, and more effective customer engagement.
• Identify changes in customer purchasing behavior and proactively address potential churn risks.
• Monitor customer satisfaction levels and implement corrective actions where service or engagement performance falls below expectations.

• Oversee end‑to‑end CRM order management for Makani, Mr. Cleavers, and Restofair customers.
• Ensure inbound customer orders, enquiries, requests, and complaints are accurately logged, processed, followed up, and resolved within agreed service levels.
• Coordinate closely with Warehouse, Logistics, Sales, and other relevant teams to ensure smooth order fulfilment and timely delivery.
• Monitor order accuracy, fulfilment rates, cancellations, service issues, and delivery performance as key operational CRM indicators.
• Manage escalated customer complaints and ensure appropriate resolution while protecting customer relationships and brand reputation.
• Ensure all customer interactions, orders, complaints, follow‑ups, and outcomes are consistently documented within the CRM system.
• Identify process gaps within CRM operations and recommend improvements to enhance customer experience, efficiency, and service quality.

• Develop and implement CRM plans aligned with the commercial priorities of Makani, Mr. Cleavers, and Restofair.
• Plan…