Customer Relationship Management Executive

Role Overview

The CRM Growth Executive will support and execute customer lifecycle marketing across the user journey. This role focuses on CRM campaign execution, flow optimisation, reporting, and platform hygiene, working closely with Growth, Product, and Data teams.

This role is ideal for someone who enjoys hands-on execution, attention to detail, and learning how lifecycle marketing directly impacts activation, engagement, and retention.

Key Responsibilities1. CRM Campaign & Flow Execution

Execute CRM campaigns and flows using MoEngage across WhatsApp, Push, Email, and SMS

Manage end-to-end execution of CRM flows across the user lifecycle

Assist in creating and managing user segments based on behavior, lifecycle stage, and demographics

Ensure timely campaign launches with thorough QA of templates, links, and dynamic variables

2. Engagement, Retention & Growth Support

Execute engagement and retention initiatives such as reminders, nudges, reactivation, and drop-off flows

Optimise drop-off journeys and re-engage dormant users to improve conversions

Track performance metrics to understand engagement, conversions, and user drop-offs

3. Experimentation & Optimisation

Support A/B testing on messaging, timing, and channels across CRM flows

Analyse campaign and flow performance to identify optimisation opportunities

Implement changes to existing flows based on performance insights and business needs

4. CRM Ops, Reporting & Platform Hygiene

Track and report CRM metrics including delivery rates, CTR, CVR, and engagement trends

Support preparation of CRM dashboards and reports using Excel / Google Sheets (Power BI exposure with guidance)

Monitor live CRM flows and flag any breakages, leakages, or metric anomalies

Assist in validating MoEngage event tracking and attribute updates, coordinating with Tech/Data teams for fixes

Qualifications & Skills

12 years of experience in CRM, Lifecycle Marketing, or Growth Marketing

Hands-on experience with MoEngage (CleverTap / GA4 exposure is a plus)

Experience running WhatsApp, Push, Email, and SMS campaigns

Basic understanding of CRM flows, funnels, segmentation, and retention concepts

Comfortable with Excel / Google Sheets

Exposure to A/B testing and campaign optimization

Strong attention to detail and execution-first mindset

Startup mindset with willingness to learn and take ownership