CRM Executive

We are looking for a CRM Executive to join the CRM & Loyalty team at Grandiose. The role will be responsible for the day-to-day planning, execution, optimization, and reporting of CRM campaigns across key customer communication channels.

The ideal candidate will be highly hands-on, data-driven, and comfortable working across CRM platforms, customer data, segmentation, campaign execution, and performance analysis. They should have a strong understanding of customer lifecycle marketing and be able to translate customer insights into targeted, personalized campaigns that drive engagement, retention, and conversion.

Key Responsibilities

1. Campaign Planning & Execution

• Manage the end-to-end execution of day-to-day CRM campaigns across channels such as Email, WhatsApp, SMS, Push Notifications and other relevant customer touchpoints.
• Set up campaigns, audiences, journeys, triggers, scheduling, personalization and campaign configurations within the CRM platform.
• Ensure campaigns are executed accurately and on time, following agreed campaign calendars and briefs.
• Perform campaign QA, including audience validation, content checks, links, tracking parameters, personalization and suppression rules before deployment.
• Monitor campaign performance and troubleshoot execution issues where required.
• Support the development and optimization of automated customer journeys and lifecycle programs.

2. Cross-Functional Campaign Coordination

• Coordinate closely with Marketing, Creative, E-commerce, Commercial, Data and Business teams to plan and execute CRM campaigns.
• Translate business and marketing objectives into relevant CRM campaign requirements.
• Work with the Creative team to ensure campaign assets are aligned with CRM channel specifications and customer segments.
• Manage campaign briefs, timelines, dependencies and approvals to ensure smooth execution.
• Proactively identify opportunities to improve campaign effectiveness and customer engagement.

3. Customer Segmentation & Personalization

• Develop and implement customer segments based on customer behavior, purchase history, engagement, demographics, RFM, lifecycle stage and other relevant attributes.
• Demonstrate a strong understanding of micro-segmentation and identify opportunities to target customers with more relevant and contextual communication.
• Build and execute hyper-personalized campaigns based on customer preferences, behaviors, purchase patterns and engagement.
• Continuously identify opportunities to move from broad-based campaigns to more targeted, customer-centric communication.
• Maintain and optimize audience segments to improve campaign relevance and performance.

4. A/B Testing & Campaign Optimization

• Plan and execute A/B and multivariate tests across CRM campaigns.
• Test variables such as subject lines, offers, creatives, messaging, CTAs, send times, frequency and audience cohorts.
• Analyze test results and translate learnings into actionable campaign improvements.
• Develop a test-and-learn approach to continuously improve engagement, conversion and customer retention.

5. Campaign Reporting & Analysis

• Prepare regular campaign performance reports and dashboards covering key CRM KPIs.
• Analyze metrics such as delivery, open/read rates, click-through rates, conversion, revenue, AOV, engagement and ROI.
• Evaluate campaign performance by customer segment, channel, campaign type and lifecycle stage.
• Identify trends, opportunities and areas of improvement from campaign and customer data.
• Present actionable insights and recommendations to improve future campaigns.
• Support post-campaign analysis and contribute to monthly/quarterly CRM performance reviews

6. CRM, Database & CDP Management

• Develop a strong understanding of the customer database and CDP ecosystem, including customer profiles, attributes, events, transactions, behavioral data and consent.
• Work with Data and Technology teams to ensure customer data is accurate, usable and available for CRM activation.
• Understand how customer data flows between different systems and how it is used for segmentation and campaign activation.
• Support data quality checks, audience validation and troubleshooting of customer data or campaign-related issues.
• Identify opportunities to enhance the use of first-party customer data for personalization and lifecycle marketing

7. CRM Technology & Platform Management

• Demonstrate strong hands-on knowledge of MoEngage or similar CRM/marketing automation platforms.
• Build and manage campaigns, segments, workflows, journeys, triggers and personalization within the platform.
• Work with CRM/Technology teams on integrations, events, customer attributes and data requirements.
• Stay updated on CRM platform capabilities and identify new features or use cases that can improve campaign performance and automation.

Desired Candidate Profile

Required Skills & Experience

• 2–3 years of experience in CRM, Customer Lifecycle Marketing, Marketing Automation, Digital Marketing or a similar role.
• Strong hands-on experience in day-to-day CRM campaign operations and execution.
• Experience working with CRM/Marketing Automation platforms such as MoEngage, Braze, CleverTap, WebEngage or similar.
• Strong understanding of customer segmentation, micro-segmentation and personalization.
• Practical experience in A/B testing and campaign optimization.
• Strong analytical skills with the ability to interpret campaign and customer data and derive actionable insights.
• Understanding of customer databases, CDPs, customer attributes, events and data structures.
• Good understanding of customer lifecycle marketing, retention and engagement strategies.
• Strong project management and coordination skills.
• Ability to work effectively with cross-functional teams including Marketing, Creative, Commercial, E-commerce, Data and Technology.
• Strong attention to detail, particularly when managing campaign setup, audiences and QA.
• Proficiency in Excel/Google Sheets and familiarity with reporting and visualization tools such as Power BI is an advantage.

Preferred Qualifications

• Experience in Retail, FMCG, E-commerce, Loyalty or Omnichannel businesses.
• Experience working with high-volume customer databases.
• Experience managing campaigns across multiple channels including Email, WhatsApp, SMS and Push Notifications.
• Understanding of RFM segmentation, lifecycle segmentation and customer journey orchestration.
• Experience with loyalty programs and customer engagement initiatives is a strong plus.

Key Competencies

• CRM Campaign Management
• Customer Segmentation & Personalization
• Marketing Automation
• Data & Customer Analytics
• A/B Testing & Optimization
• Campaign Reporting
• Cross-functional Collaboration
• Attention to Detail
• Problem Solving
• Customer-Centric Thinking