CRM Manager – Customer Retention & Growth

About the role

Wham Clinics is seeking a results‑driven CRM Manager to lead customer‑lifecycle initiatives that boost retention, repeat visits, and overall revenue. You will own the end‑to‑end CRM strategy, working closely with Marketing, Operations, Medical, and IT teams to turn customer insights into actionable campaigns.

Key responsibilities

• Develop and execute a CRM strategy focused on retention, loyalty, and customer lifetime value.
• Manage customer segmentation, reactivation, and win‑back programs.
• Lead CRM‑driven sales and telesales initiatives, including lead follow‑up, conversion, cross‑sell/upsell, and performance improvement.
• Map and optimise the full customer journey, identifying drop‑off points and driving cross‑functional enhancements.
• Analyse customer and sales data, track KPIs such as churn, repeat rate, and CRM‑attributed revenue.
• Oversee call‑center, chat support, and complaint‑handling performance with a focus on growth.
• Coach, develop, and hold the CRM team accountable for targets and priorities.

Required profile

• Bachelor’s degree in Business Administration, Marketing, Commerce, Healthcare Management or related field.
• 5‑7 years of experience in CRM, customer lifecycle management or growth, with at least 2 years in a managerial role.
• Proven hands‑on experience in CRM‑driven sales, retention, reactivation, loyalty, segmentation and telesales.
• Experience in healthcare, medical/aesthetic clinics or high‑repeat service businesses is strongly preferred.

Required skills

• CRM systems implementation and optimisation
• Customer analytics and data‑driven segmentation
• Journey mapping and service‑design methodology
• Tele‑sales lead conversion and revenue growth techniques

What we offer

• Opportunity to shape CRM strategy for a leading clinic network
• Collaborative cross‑functional environment
• Competitive compensation package