
CRM Executive
1 day ago
**Position Title**: CRM Executive / CRM Assistant
**Department**: Marketing / Customer Experience
**Reporting To**: Head of Marketing / CRM Manager
**Location**: Lower Parel
**Objective**:
To manage and enhance customer relationships for the food-related website by leveraging CRM tools to drive engagement, loyalty, and repeat purchases. This role focuses on customer data management, personalized communication, retention strategies, and campaign execution.
**Key Responsibilities:1. CRM Platform Management**
- Maintain and update the CRM database with accurate customer information (purchase history, preferences, contact details).
- Segment customer data to create targeted marketing campaigns based on behavior, region, buying patterns, and interests.
- Ensure GDPR and data privacy compliance.
**2. Customer Engagement & Retention**
- Develop and implement customer lifecycle strategies to drive engagement — welcome journeys, abandoned cart recovery, loyalty reminders, etc.
- Monitor customer satisfaction through post-purchase surveys and NPS.
**3. Campaign Execution & Analysis**
- Coordinate personalized CRM campaigns using tools like Klaviyo, Mailchimp, HubSpot, etc.
- Analyze campaign performance (open rates, CTR, conversions) and suggest improvements.
**4. Customer Support Alignment**
- Work closely with the customer support team to track frequent complaints or service issues.
- Use CRM insights to resolve problems quickly and proactively follow up with customers.
- Log support tickets, complaints, and resolutions in the CRM system.
**5. Loyalty & Rewards Program Management**
- Assist in the creation and administration of loyalty programs for repeat buyers.
- Monitor redemptions, customer engagement, and overall performance of the program.
- Identify and reward high-value customers and brand advocates.
**Key Tools & Platforms**:
- CRM software (Klaviyo, Zoho CRM, HubSpot, Salesforce, or equivalent)
- E-commerce CMS integration (Shopify, WooCommerce, Magento)
- Google Analytics / Meta Pixel for customer behavior tracking
**Skills & Competencies**:
- Strong understanding of e-commerce and digital marketing in the food industry
- Data-driven mindset with ability to translate insights into actions
- Excellent communication and copywriting skills
- Customer-first attitude and attention to detail
**Qualifications**:
- Bachelor’s degree in Marketing, Business, Food Technology, or related field
- 1-3 years experience in CRM, ideally in a D2C or FMCG environment
- Experience with food or consumer goods brands preferred
Pay: ₹12,466.96 - ₹20,736.06 per month
Work Location: In person
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