CRM Executive

Job Description: CRM Executive

Job Overview

We are looking for a data\-driven and customer\-centric CRM Executive to manage our Customer Relationship Management platforms and oversee customer lifecycle journeys. Your primary focus will be to maintain database integrity, segment audiences for targeted marketing, and track engagement metrics to boost customer retention and loyalty. You will serve as a vital link between Sales, Marketing, IT, and Customer Support to ensure a unified and professional brand experience across all touchpoints.

Key Responsibilities and Duties

1\. Database Management \& Data Hygiene

Data Integrity: Regularly audit, clean, and update the central CRM database to ensure accurate customer records, preventing duplicate entries or missing information.

Audience Segmentation: Segment the customer database based on demographics, purchase history, behavior, and engagement levels for highly targeted marketing and outreach campaigns.

Compliance: Ensure data collection practices strictly adhere to organizational data privacy guidelines and consumer protection policies.

2\. Campaign Execution \& Automation

Lifecycle Journeys: Assist in designing and executing automated customer journeys (e.g., welcome series, post\-purchase follow\-ups, re\-engagement campaigns, and festive greetings).

Omnichannel Broadcasts: Deploy targeted communications across multiple channels—including email newsletters, SMS text blasts, and professional WhatsApp broadcasts.

A/B Testing: Run regular tests on subject lines, message templates, sending times, and call\-to\-actions (CTAs) to maximize open and click\-through rates.

3\. Analytics \& Cross\-Functional Reporting

Performance Monitoring: Track and report daily, weekly, and monthly CRM metrics, including campaign open rates, conversions, opt\-out percentages, and customer retention metrics.

Feedback Integration: Gather feedback from customer service and sales teams to continuously refine the automated messaging pipeline.

Coordination: Collaborate with internal IT/Systems teams to handle software updates, workflow troubleshooting, or integrations with external ERP or billing software.

Required Skills and Qualifications

Education: Bachelor’s degree in Business Administration, Marketing, IT, or a related field.

Experience: 1 to 3 years of experience managing a CRM system or working in a customer retention/database marketing role.

Technical Proficiency

Hands\-on experience with standard CRM platforms (e.g., Zoho CRM, Salesforce, HubSpot, or customized internal ERP/CRM systems).

Strong proficiency in Microsoft Excel / Google Sheets (using formulas like VLOOKUP, XLOOKUP, and Pivot Tables) to run heavy data reports and bulk contacts filtering.

Familiarity with bulk marketing tools (e.g., Mailchimp, WhatsApp Business API portals, or similar automation suites) is highly desirable.

Soft Skills: Strong analytical mindset, methodical attention to detail, clear written communication skills for drafting customer templates, and excellent cross\-departmental coordination.

Key Performance Indicators (KPIs)

Database Cleanliness: Reduction in bounced emails, failed SMS/WhatsApp deliveries, or unsegmented data.

Campaign Engagement: Growth in average open rates, response rates, and click\-through rates across communication channels.

Customer Retention: Measurable increase in repeat purchases or customer satisfaction (CSAT) scores driven by re\-engagement campaigns.

Pay: ₹15,000\.00 \- ₹25,000\.00 per month

Work Location: In person