CRM Lead

Company: Khanna Gems
Industry: Gemstones & Jewellery
Location: Gurgaon
Work Mode: Hybrid
Experience: 3–7 years
Employment Type: Full-time
ABOUT KHANNA GEMS
Khanna Gems is a growing gemstone and jewellery company focused on delivering quality products and building strong, long-term customer relationships.
ROLE OVERVIEW
We are looking for a CRM Lead to take ownership of our customer lifecycle strategy and drive customer engagement, retention and repeat purchases through data-driven CRM initiatives.
KEY RESPONSIBILITIES
• Develop and execute the CRM and customer lifecycle strategy
• Build customer segments based on customer behaviour, purchase history and engagement
• Plan and execute campaigns across Email, WhatsApp, SMS and Push Notifications
• Build automated customer journeys across acquisition, onboarding, engagement, retention and reactivation
• Drive customer retention, repeat purchases and customer lifetime value
• Analyse customer behaviour and campaign performance to identify growth opportunities
• Track key CRM metrics including retention, repeat purchase rate, conversion, engagement and revenue contribution
• Conduct A/B testing across campaigns, messaging, offers and customer journeys
• Work closely with Performance Marketing, Creative, Product, Technology and Sales teams
• Manage CRM campaign calendars and ensure timely execution
• Generate customer insights and translate them into actionable CRM strategies
REQUIREMENTS
• 3–7 years of experience in CRM, lifecycle marketing, retention marketing or customer engagement
• Hands-on experience with CRM and marketing automation platforms
• Strong understanding of customer segmentation and lifecycle marketing
• Experience managing Email, WhatsApp, SMS and/or Push campaigns
• Strong analytical and problem-solving skills
• Experience in e-commerce, D2C, retail, jewellery or premium/luxury brands is a plus
• Strong communication and stakeholder management skills
• Ability to take ownership and work independently
WHY JOIN KHANNA GEMS
• Opportunity to work with a growing gemstone and jewellery company
• Ownership of CRM and customer retention initiatives
• Hybrid work model with 1 day working from the Gurgaon office per week
• Opportunity to work closely with cross-functional teams and contribute directly to business growth
HOW TO APPLY
Interested candidates can apply through LinkedIn with their updated CV.

Work arrangement
Yes