CRM Executive

Location: Gurgaon

Salary: ₹3.6 – 4.2 LPA

About the Role

As the CRM Executive at ibaby, you will own our customer relationships end-to-end — managing inbound and outbound customer communication, resolving queries, and proactively generating sales through smart segmentation and direct outreach. You will work with our customer data on Shopify and Google Sheets to identify opportunities, build targeted lists, and convert them into repeat purchases. This is a role for someone who is equally comfortable picking up the phone and closing a sale as they are sending a well-crafted follow-up email.

Key Responsibilities

• Handle all customer queries across channels — phone, WhatsApp, email, and social DMs — with promptness and professionalism
• Proactively reach out to customer segments via calls and messages to drive repeat purchases, upsells, and new product awareness
• Maintain and organise customer data across Shopify and Google Sheets — segmenting by purchase history, frequency, and preferences
• Build and execute outreach lists for campaigns such as new arrivals, restocks, seasonal offers, and loyalty rewards
• Track and report on outreach performance — call conversion rates, response rates, repeat purchase metrics
• Coordinate with store teams and the marketing team to align customer communication with ongoing promotions
• Collect customer feedback and surface insights to leadership to improve product and service offerings
• Manage order-related communication — updates, delays, exchanges, and returns — with a resolution-first mindset

Requirements

• 1–3 years of experience in customer service, tele-sales, CRM, or a similar customer-facing role
• Excellent spoken and written English — clear, warm, and professional communication is non-negotiable
• Comfortable making outbound sales calls and following up persistently without being pushy
• Proficiency in Google Sheets for maintaining and analysing customer data
• Familiarity with Shopify or any e-commerce platform is an advantage
• Strong organisational skills and ability to manage a high volume of customer interactions
• Empathetic, patient, and solution-oriented — especially when dealing with new parents

Goof to Have

• Prior experience in a retail, e-commerce, or baby/parenting brand 
• Exposure to WhatsApp Business API or bulk messaging tools 
• Basic understanding of email marketing platforms