CRM & Customer Experience Lead

At BLKBRD, we don’t see CRM as support. We see it as revenue. Every sizing conversation. Every leather discussion. Every follow-up message. It’s an opportunity to build trust, and close. We’re looking for someone who can own our entire customer communication engine end-to-end. What You’ll Actually Do • Turn inbound conversations into conversions • Build structured follow-up systems (no lazy pipelines) • Improve lead → order conversion rate • Increase repeat purchases • Manage and train a small CRM team • Set response standards and hold the bar high • Treat WhatsApp, DMs, and email like sales channels, not inboxes You will work directly with founders and build this function properly. Who This Is For • You think in numbers, not tickets • You believe follow-up is where money is made • You can write confidently and professionally • You understand premium positioning (no discount-driven selling) • You’ve led or want to lead a small team If you’ve worked in D2C, fashion, lifestyle, or premiu...