Customer Relationship Management Specialist

2 days ago

Gurgaon, Haryana, India VLCC Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Position:
CRM Specialist

Designation:
Sr Exec/AM

Location:
Sector 63, Gurgaon

Department:
Marketing / Customer Engagement

Experience:
4–8 years

Role Overview

We are seeking an experienced
CRM professional
to lead the design, implementation, and optimization of our customer relationship management systems and campaigns. The role is responsible for
driving customer acquisition, engagement, retention, and lifetime value
by leveraging CRM platforms, data analytics, and automation.

Key Responsibilities

CRM Strategy & Execution

  • Develop and implement CRM strategies to increase customer engagement and improve retention.
  • Manage end-to-end
    customer lifecycle campaigns
    across email, SMS, WhatsApp, and push notifications.
  • Segment customer database to deliver
    personalized experiences and journeys
    .
  • Collaborate with marketing, sales, and product teams to ensure CRM alignment with business objectives.

Platform & Technology Management

  • Manage CRM platforms (e.g.,
    MoEngage, CleverTap, Salesforce, Zoho, HubSpot
    ) for campaign execution.
  • Ensure accurate data capture, enrichment, and hygiene across CRM systems.
  • Oversee integrations with digital marketing tools, analytics dashboards, and customer service systems.

Analytics & Reporting

  • Define and track
    KPIs
    like open rates, CTR, conversion rate, churn rate, repeat purchase rate, and CLV.
  • Monitor campaign performance, analyze results, and recommend optimization strategies.
  • Generate monthly CRM performance reports for leadership.

Customer Insights & Retention

  • Use behavioral data to create targeted reactivation and loyalty campaigns.
  • Conduct A/B testing to improve messaging, frequency, and targeting.
  • Work on customer loyalty, referral, and rewards programs.

Compliance & Governance

  • Ensure compliance with data protection regulations (GDPR, local privacy laws).
  • Manage customer consent, opt-ins, and unsubscribe requests.

Candidate Profile

  • Graduate / MBA in Marketing, Business, or a related field.
  • 4–8 years of CRM or customer engagement experience (for Specialist); 7–10 years for Managerial role.
  • Hands-on experience with CRM platforms (MoEngage, CleverTap, Salesforce, HubSpot, etc.).
  • Strong analytical skills with proficiency in
    Excel, SQL, or BI tools
    .
  • Experience in
    customer segmentation, retention strategies, and automation
    .
  • Excellent communication, project management, and cross-functional collaboration skills.

Why Join Us?

  • Opportunity to become CRM-Champion in a
    fast-growing consumer brand
    .
  • Blend of
    strategy + hands-on execution
    .
  • High visibility role impacting
    customer engagement and revenue growth
    .

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