CRM Manager

About Digitory is a fast-growing restaurant technology platform powering leading brands like BLR Brewing, Toit, and Pumphouse with end-to-end solutions across PoS, Inventory, CRM, and Digital Ordering.

We are looking for a CRM Head to own customer lifecycle, retention, and engagement across all restaurants using Digitory.

This role will focus on ensuring that restaurants are effectively using customer data to improve repeat business, customer experience, and long-term retention.

Key Responsibilities

1. CRM Ownership & StrategyOwn the CRM module across all clients

• Define and implement customer lifecycle frameworks
• Drive structured usage of customer data across restaurants

2. Client Success (CRM-focused)Work closely with restaurant owners and teams to ensure effective CRM usage

• Improve adoption and utilization of CRM features
• Identify gaps in usage and drive corrective actions

3. Customer Retention & EngagementImprove repeat customer behavior through better data usage

• Build frameworks to track and improve customer experience metrics
• Identify drop-offs in customer lifecycle and fix them

4. Product & Data Feedback LoopCollaborate with product and tech teams to enhance CRM capabilities

• Identify gaps in:
• Customer data capture
• Reporting
• Usability
• Help define the future roadmap of CRM within Digitory

5. Analytics & InsightsTrack and analyze:

• Repeat customer rate
• Customer frequency
• Retention trends
• Build actionable insights for internal teams and clients

6. Process & Team BuildingBuild and manage a CRM team

• Create SOPs for:
• CRM onboarding
• Data tracking
• Client usage improvement
• Standardize processes across all clients

• Key Metrics (What Success Looks Like)Increase in repeat customer rate
• Higher CRM feature adoption across clients
• Improvement in customer retention metrics
• Reduction in client churn
• Strong data-driven decision making across clients
• Ideal Candidate Profile5–10 years in CRM / Customer Success / Growth roles
• Strong understanding of customer lifecycle management
• Experience working with data, dashboards, and product teams
• Preferably from:
• F&B / Hospitality
• SaaS / Consumer tech
• Strong ownership and execution mindset
• Why Join DigitoryWork directly with the founder & leadership
• Own a high-impact function across clients
• Build and scale CRM as a core vertical
• Fast-paced, high-ownership environment