CRM Executive

4 days ago

Delhi NCR, India Merabo Labs Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role Overview

As a CRM Executive, you will be responsible for executing customer communication campaigns that drive engagement, repeat purchases, and customer retention. Youll manage day-to-day CRM activities across channels such as email, push notifications, WhatsApp, SMS, and in-app messaging. Working closely with the CRM Lead, Product, and Creative teams, youll help deliver personalized customer journeys that make every interaction valuable and consistent with our brand voice.

Key Responsibilities

Campaign Execution & Management

  • Plan and execute CRM campaigns across email, push, WhatsApp, and SMS.
  • Create and deploy automated customer journeys for onboarding, reactivation, and retention.
  • Assist in managing the CRM communication calendar aligned with marketing campaigns and key business goals.
  • Test and optimize creatives, subject lines, and send times to improve engagement.

Segmentation & Personalization

  • Segment customers based on demographics, purchase behavior, and engagement levels.
  • Support in building targeted and personalized communication for different customer cohorts.
  • Ensure messages are timely, relevant, and aligned with customer lifecycle stages.

Performance Tracking & Analysis

  • Monitor and report campaign performance open rates, click rates, conversions, and retention.
  • Conduct A/B tests and share learnings for optimization.
  • Work with the data and analytics team to identify insights that improve campaign targeting and effectiveness.

Cross-functional Collaboration

  • Coordinate with design and content teams for creative assets.
  • Collaborate with tech and product teams to ensure smooth campaign execution and automation.
  • Work closely with growth and performance teams to ensure alignment across acquisition and retention efforts.

Requirements & Skills

  • 2–3 years of experience in CRM, retention marketing, or lifecycle marketing (preferably in B2C, e-commerce, or quick commerce).
  • Hands-on experience with CRM tools like MoEngage, CleverTap, WebEngage, or Braze.
  • Strong understanding of customer segmentation and campaign automation.
  • Good analytical skills; comfortable using Excel or dashboards (Tableau/Google Analytics).
  • Strong communication and project coordination skills.
  • Detail-oriented with a creative approach to customer engagement.

Key Performance Indicators (KPIs)

  • Campaign open and click-through rates
  • Repeat order rate and retention metrics (D7, D30)
  • Engagement rate improvement across channels
  • Reduction in churn or inactive users

Mindset & Attributes

  • Customer-centric with a passion for improving user experience.
  • Analytical and data-driven decision maker.
  • Collaborative team player with a proactive approach.
  • Eager to learn, test, and optimize continuously.

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