CRM Specialist, E-commerce & Funnel Optimization

Bengaluru · Full-time · On-site

Role: CRM Specialist, E-commerce & Funnel Optimization

Location: Bengaluru, Karnataka — On-site

Employment: Full-time

Reports to: Head of E-commerce

Experience: 4–7 years

CTC Range: ₹8–12 LPA (based on experience)

We are seeking a highly analytical and results-driven CRM Specialist to join our marketing team. The ideal candidate will be a master of the customer lifecycle, with a keen focus on identifying and addressing drop-off points in our sales funnel on our e-commerce platform and/or Shopify website. This role is crucial for our customer retention and growth strategies, leveraging data and automation to personalize the customer journey, recover abandoned carts, and increase customer lifetime value (CLV).

Funnel Analysis & Optimization:

· Proactively monitor and analyse key performance indicators (KPIs) and customer behaviour data within the e-commerce funnel (e.g., website visits, product views, add-to-cart rates, checkout completion).

· Identify critical drop-off points and provide actionable insights to marketing, product, and sales teams to improve conversion rates.

· Develop and implement strategies to recover abandoned carts, including targeted email, SMS, and push notification campaigns.

CRM System Management:

· Administer and optimize CRM platforms (e.g., Salesforce, HubSpot, Klaviyo, etc.) to ensure data accuracy, system integrity, and seamless integration with Shopify.

· Develop and manage customer segmentation based on behaviour, purchase history, demographics, and engagement level.

· Create and automate workflows and communication campaigns, including welcome series, post-purchase follow-ups, re-engagement campaigns, and loyalty programs.

Customer Retention & Engagement:

· Design and execute personalized campaigns to nurture leads, drive repeat purchases, and build customer loyalty.

· Develop and manage customer feedback loops and surveys to gather insights and improve the overall customer experience.

· Implement and manage loyalty programs, exclusive offers, and personalized product recommendations to increase customer lifetime value.

Reporting & Analytics:

· Create and maintain dashboards and reports to track the performance of CRM and funnel-related initiatives.

· Present performance metrics, insights, and recommendations to stakeholders and senior management.

· Conduct A/B testing on campaigns and workflows to continuously optimize performance.

Cross-Functional Collaboration:

· Work closely with marketing teams to align CRM strategies with broader campaigns.

· Collaborate with web development and product teams to ensure a seamless and optimized user experience.

· Partner with customer service teams to leverage CRM data for faster, more personalized support.

· Proven experience as a CRM Specialist, CRM Manager, or similar role in an e-commerce environment.

· Deep understanding of e-commerce sales funnels and the customer journey.

· Proficiency with CRM/marketing automation platforms (e.g., Klaviyo, HubSpot, Salesforce Marketing Cloud, etc.).

· Strong analytical skills with the ability to interpret data and derive actionable insights.

· Experience with Shopify and its ecosystem of apps and integrations is highly desirable.

· Excellent communication skills, both written and verbal.

· Detail-oriented and highly organized with strong project management abilities.

· A passion for digital marketing, customer behaviour, and continuous learning.

· Bachelor's degree in Marketing, Business, or a related field, or equivalent practical experience.