Customer Relationship Management Specialist

We are looking for a proactive and detail-oriented CRM Executive (Retail or D2C Brand) to support customer engagement, retention, and lifecycle marketing initiatives. The candidate will be responsible for executing CRM campaigns, managing customer databases, coordinating marketing automation workflows, and analyzing campaign performance to improve customer retention and repeat purchases.

The ideal candidate should have experience in email marketing, WhatsApp marketing, SMS campaigns, customer segmentation, and CRM tools, preferably in a D2C, e-commerce, retail, or consumer-focused business.

Key Responsibilities

CRM Campaign Execution

• Execute and manage customer communication campaigns across:
• Email
• SMS
• WhatsApp
• Push Notifications
• Schedule, test, and deploy campaigns as per the marketing calendar.
• Coordinate with design and content teams for campaign creatives and messaging.

Customer Segmentation

• Create and manage customer segments based on:
• Purchase behavior
• Customer lifecycle stage
• Engagement history
• Geographic and demographic data
• Support targeted marketing campaigns and personalized communication.

Marketing Automation

• Assist in setting up automated customer journeys and trigger-based campaigns.
• Monitor workflows such as:
• Welcome Series
• Abandoned Cart Recovery
• Browse Abandonment
• Post-Purchase Communication
• Re-engagement Campaigns
• Ensure campaigns are functioning accurately and efficiently.

Data Management & Reporting

• Maintain and update customer databases.
• Monitor campaign performance and prepare weekly/monthly reports.
• Track key metrics including:
• Open Rates
• Click-Through Rates (CTR)
• Conversion Rates
• Repeat Purchase Rate
• Customer Retention Metrics
• Identify trends and recommend optimization opportunities.

Customer Retention & Loyalty Support

• Support loyalty, referral, and customer engagement programs.
• Assist in executing retention initiatives and promotional campaigns.
• Work with customer support teams to understand customer feedback and improve engagement strategies.

Cross-Functional Collaboration

• Coordinate with:
• Marketing Team
• E-commerce Team
• Customer Support Team
• Design & Content Team
• Ensure CRM campaigns align with business objectives and promotional activities.

Required Qualifications

• Bachelor's degree in Marketing, Business Administration, Commerce, or related field.
• 1–3 years of experience in CRM, email marketing, retention marketing, or customer engagement roles.
• Experience in D2C, e-commerce, retail, or consumer brands preferred.
• Familiarity with CRM and marketing automation platforms.
• Strong analytical and reporting skills.
• Good communication and organizational abilities.

Preferred Tools Experience

• Kwik Engage
• Shiprocket 360
• MoEngage
• CleverTap
• HubSpot
• Mailchimp
• Shopify CRM Integrations
• Google Analytics (GA4)

Technical Skills

• CRM Campaign Management
• Email Marketing
• WhatsApp & SMS Marketing
• Customer Segmentation
• Marketing Automation
• Excel / Google Sheets
• Data Analysis & Reporting
• Basic Understanding of Customer Lifecycle Marketing

Key Competencies

• Attention to Detail
• Analytical Thinking
• Customer-Centric Approach
• Time Management
• Campaign Execution Excellence
• Communication Skills
• Team Collaboration
• Problem Solving

Key Performance Indicators (KPIs)

• Campaign Delivery Accuracy
• Open & Click-Through Rates
• Conversion Rate from CRM Campaigns
• Repeat Purchase Rate
• Customer Retention Rate
• Database Accuracy
• Campaign ROI
• Loyalty Program Participation