Job Title: Senior CRM Executive
Experience: 2-5 Years
Location: New Delhi (Nariana)
Working Days: 6 days (Mon - Sat)
Timings: 10 am - 6:30 pm
Contact:
About:
Fitkin is a premium Indian activewear brand that creates high-performance apparel for men and women. Known for its functional designs, quality fabrics, and modern aesthetics, the brand offers comfortable, durable, and stylish activewear that supports an active lifestyle, from workouts to everyday wear.
Role Overview
The Senior CRM Executive will own customer retention, customer engagement, and lifecycle marketing. The role is responsible for increasing repeat purchases, customer lifetime value (LTV), and CRM-generated revenue through WhatsApp, Email, SMS, loyalty initiatives, and customer research programs.
Key Responsibilities
WhatsApp Marketing
- Execute weekly WhatsApp campaigns.
- Manage promotional, engagement, and reactivation campaigns.
- Track campaign performance and revenue contribution.
- Optimize campaign effectiveness through audience segmentation and personalization.
Email & Lifecycle Marketing
- Manage customer journeys and automated flows.
- Execute Welcome, Abandoned Cart, Browse Abandonment, Post-Purchase, Win-Back, and Replenishment campaigns.
- Improve customer engagement and retention through lifecycle automation.
- Monitor and optimize campaign performance metrics.
Customer Segmentation
- Build customer cohorts based on behavior, purchase history, and engagement levels.
- Create targeted campaigns for VIP, repeat, first-time, and inactive customers.
- Develop personalized communication strategies to improve conversion and retention.
Loyalty & Referral Programs
- Manage customer loyalty initiatives and reward programs.
- Execute referral campaigns and ambassador programs.
- Increase repeat purchase frequency and customer advocacy.
- Monitor loyalty program performance and recommend improvements.
Reviews & Community Building
- Manage review collection campaigns through Judge.me.
- Improve review generation and customer feedback participation.
- Support UGC (User Generated Content) and community-building initiatives.
- Coordinate with customers to strengthen brand engagement and trust.
Consumer Research & Surveys
- Conduct customer surveys and feedback interviews through phone calls (15–30 minutes per call).
- Gather qualitative insights on customer preferences, buying behavior, product experience, and satisfaction levels.
- Analyze customer feedback and identify actionable insights.
- Share survey findings and recommendations with internal stakeholders.
- Support customer retention, product development, and marketing strategies through consumer research.
Reporting & Analytics
- Monitor repeat purchase trends and customer retention metrics.
- Track CRM revenue contribution across channels.
- Analyze customer cohorts and retention performance.
- Share weekly and monthly CRM reports with management.
- Identify growth opportunities through data analysis and customer insights.
Preferred Tools
- KwikEngage
- Shopify
- Judge.me
- GoKwik
- Klaviyo (Preferred)
- Google Sheets / Excel
Experience
- 2–5 years of experience in CRM, retention marketing, lifecycle marketing, or customer engagement roles.
- Experience working with D2C brands is preferred.
- Strong understanding of customer lifecycle management and retention strategies.
- Excellent communication and analytical skills.
Key Performance Indicators (KPIs)
- Repeat Purchase Rate
- Customer Lifetime Value (LTV)
- CRM Revenue Contribution
- WhatsApp Revenue
- Email Revenue
- Cart Recovery Revenue
- Review Collection Rate
- Customer Retention Rate
- Survey Completion Rate
- Customer Feedback & Insight Generation
Pay: ₹20,000.00 - ₹25,000.00 per month
Benefits:
- Paid sick time
- Provident Fund
Education:
Experience:
Location:
Work Location: In person
