CRM Manager
First seen by Alion on Sep 6, 2026.
Develop and execute CRM strategy focused on retention, repeat visits, loyalty, customer lifetime value (LTV), and revenue growth.
Own customer lifecycle management, segmentation, reactivation/win-back of inactive and lost customers, and personalized follow-up programs.
Lead CRM-driven sales and tele sales initiatives, including lead follow-up, conversion, cross-sell/upsell, target setting, scripts, and performance improvement.
Create customer relationship and loyalty initiatives that strengthen engagement, trust, and long-term relationships with WHAM customers.
Map and optimize the end-to-end customer journey, identify drop-off points and friction, and drive cross-functional improvements.
Analyze customer and sales data and track CRM KPIs including retention, reactivation, churn, repeat rate, conversion, LTV, and CRM-attributed revenue.
Partner with Marketing, Operations, Medical, and IT teams to design targeted campaigns, offers, service enhancements, and CRM automation based on customer insights.
Continuously propose, test, and scale ideas that improve bookings, repeat visits, customer value, and sales performance.
Maintain management oversight of call center, chat support, and complaint-handling performance, while giving deeper focus to customer growth and tele sales.
Lead, coach, and assess the CRM team; ensure accountability, development, and execution of department targets and assigned priorities.
Requirements
Bachelor's degree in Business Administration, Marketing, Commerce, Healthcare Management, or a related field.
Minimum 5-7 years of experience in CRM, customer lifecycle management, or customer growth, with at least 2 years in a managerial role. Proven hands-on experience in CRM-driven sales, retention, reactivation, loyalty, segmentation, tele sales/lead conversion, and campaign performance is required. Experience in healthcare, medical/aesthetic clinics, wellness, or another high-repeat service business is strongly preferred.
Training or certification in CRM, sales, customer analytics, loyalty, digital marketing, or a related field is preferred.
Strong knowledge of CRM strategy, customer lifecycle management, retention, loyalty, and reactivation.
Strong commercial and sales mindset, with experience in tele sales, lead conversion, cross-selling/upselling, and revenue growth.
Strong customer analytics and segmentation skills; able to translate data into practical campaigns and actions.
Good understanding of customer journey mapping, service design, and process improvement.
Proficiency in CRM systems, dashboards/BI tools, Excel/reporting, and data-driven performance management.
Strong understanding of CRM KPIs including retention, churn, reactivation, repeat rate, conversion, LTV, sales, and campaign ROI.
Creative and proactive in developing customer relationship, loyalty, and growth initiatives.
Excellent leadership, coaching, communication, and cross-functional stakeholder management skills.
Customer-oriented, analytical, organized, results-driven, and capable of problem solving and prioritization.
Solid knowledge of online customer engagement platforms and communication channels.
Ambitious, and willing to learn.