Job Title: CRM Executive
Location: Pune, MH
Job Summary
The CRM Administrator will act as the central owner of the CRM ecosystem, ensuring seamless coordination across teams, maintaining high-quality customer data, and effectively managing the CRM platform to drive business efficiency and customer engagement.
Key Responsibilities
1. Ownership of the CRM Ecosystem
- Act as the single point of contact for everything related to the CRM platform across showrooms, marketing, and IT.
- Own the health of the ERP-to-CRM API integration; flag and follow up on data sync issues with the IT team and the CRM vendor.
- Coordinate with the CRM vendor on enhancements, configuration changes, troubleshooting, and release rollouts.
2. Showroom Data Quality Oversight
- Monitor the quality of all data input at showroom level — including customer information captured via voice-to-text, footfall logs, and customer-advisor assignments made by showroom CRM executives on the floor.
- Audit data on a defined cadence (daily/weekly) for completeness, accuracy, duplication, and tagging discipline.
- Provide structured feedback to Showroom Managers on data input quality, with clear scorecards and improvement actions.
- Drive data hygiene, validation, and deduplication processes across the customer database.
3. Customer Journey & Lifecycle Monitoring
- Track the end-to-end customer journey: footfall → assignment to sales advisor → conversion or loss → repeat engagement.
- Monitor sales-advisor-wise performance data captured in the ERP — footfall, conversion, loss, and new customer additions — and ensure it reconciles with what the CRM reflects.
- Maintain customer segmentation for targeted engagement.
4. RFM & Customer Insights Coordination
- Work with the data analyst team that produces RFM (Recency, Frequency, Monetary) analysis and customer attrition reports; ensure outputs are received on time and in usable form.
- Translate the analyst team's RFM segments into clear briefs for the marketing team — who to target, when, and with what kind of message.
- Track outcomes of marketing actions back to the analyst team so segmentation can be refined.
5. WhatsApp, Call & App Communication Ownership
- Own the customer WhatsApp channel and customer calls handled through the CRM app ecosystem — including campaign messages, transactional communication, and follow-ups.
- Plan, build, and execute WhatsApp campaigns: audience selection, message design, scheduling, opt-out compliance, and post-campaign analysis.
- Monitor response quality, turnaround time, and conversion from WhatsApp and call workflows; coach the team handling these touchpoints.
6. Lead Management
- Oversee lead capture, assignment to sales advisors, and lifecycle tracking inside the CRM.
- Monitor the lead funnel and conversion metrics; escalate drop-offs to the relevant showroom manager.
7. Reporting & Analytics
- Generate regular and ad-hoc reports and dashboards covering footfall, conversion, loss, new customers, sales-advisor performance, customer attrition, RFM segments, and campaign performance.
- Share insights with showroom managers, the marketing team, and senior management with clear, actionable recommendations.
8. Loyalty Program Management
- Manage loyalty initiatives end-to-end: enrolment, rewards, redemptions, and participation tracking.
- Use loyalty data to inform retention campaigns and feed back into RFM-driven marketing.
9. Process, SOPs & Training
- Maintain SOPs, guides, and training materials for showroom CRM executives, sales advisors, and showroom managers using the CRM.
- Run periodic refresher training to maintain data input discipline on the floor.
10. System Improvement
- Identify gaps in the CRM workflow or ERP integration and propose enhancements.
- Work with the vendor and IT to specify, test, and roll out improvements.
Key Skills & Qualifications
- Bachelor’s degree in Marketing, Business, IT, or related field
- 2–3 years of CRM or related experience
- Experience with CRM tools (Zoho, Salesforce, HubSpot, etc.)
- Strong data management and analytical skills
- Excellent coordination and communication abilities
Salary Range – Rs.25000 to Rs.35000 per month (Salary can be gauged based on the experience)
Pay: ₹25,000.00 - ₹35,000.00 per month
Benefits:
- Leave encashment
- Paid sick time
- Provident Fund
Work Location: In person
