Reporting To
Membership Manager
Role Summary
The CRM Executive will be responsible for managing customer relationships, driving repeat business, and increasing customer engagement through effective communication and loyalty initiatives. The role involves maintaining the customer database, executing CRM campaigns, handling member communications, and analysing customer behavior to improve retention and sales.
Key Responsibilities
Customer Relationship Management
- Maintain and update the customer database.
- Ensure customer information is accurate and up to date.
- Segment customers based on purchase history and engagement.
Customer Engagement
- Execute WhatsApp, SMS, email, and phone call campaigns.
- Communicate offers, promotions, new launches, and events to customers.
- Manage birthday, anniversary, and festive campaigns.
- Address customer queries and coordinate resolution with the operations team.
Campaign Management
- Coordinate loyalty programmes and promotional campaigns.
- Track campaign performance and customer responses.
- Generate customer feedback and recommend improvements.
Reporting & Analytics
- Prepare daily, weekly, and monthly CRM reports.
- Monitor customer retention, repeat purchase rate, and campaign effectiveness.
- Maintain dashboards for customer acquisition, engagement, and loyalty metrics.
Candidate Profile
- Graduate in any discipline.
- 1–3 years of experience in CRM, customer service, hospitality, retail, or marketing.
- Good communication and relationship-building skills.
- Good knowledge of MS Excel and Google Sheets.
- Experience with CRM software is preferred.
- Strong organisational skills and attention to detail.
Key Performance Indicators (KPIs)
- Customer database accuracy.
- Repeat customer rate.
- Campaign execution and response rate.
- Customer satisfaction and complaint resolution.
- Revenue generated from repeat customers.
- Monthly CRM reporting accuracy and timeliness.
