Customer Relationship Management Executive

Key Responsibilities:

Lifecycle Campaign Management

Design, execute, and optimize multi-touch CRM journeys across email, push, SMS,Whatsapp,RCS and in-app channels.

Launch automated and trigger-based campaigns for onboarding, activation, cross-sell, win-back, and retention.

Collect & collate data from multiple sources of the campaigns. Personalization & Segmentation.

Personalize messaging and offers to improve open rates, CTRs, conversions, and customer happiness.

Continuously test copy, visuals, CTAs, subject lines, and send times. Data & Optimization.

Monitor CRM KPIs: open rates, CTR, conversions, churn rate, repeat purchase rate, and uninstalls.

Work closely with BI to build dashboards and analyze campaign performance.

Run A/B and multivariate tests, derive insights, and scale successful strategies.

Track cohort behavior and execute interventions to reduce churn Tooling & Automation.

Manage and optimize CRM tooling stack (e.g., MoEngage, CleverTap, or similar)

Create and manage campaign flows, templates, dynamic content modules, and automations.

Ensure clean data integration and tracking across product, analytics, and CRM tools Cross-Functional Collaboration.

Work closely with,Product, Performance, Brand, and CX teams to align CRM with business goals.

Partner with creative teams to develop high-performing visual and copy assets.

Collaborate with local market leads to adapt communication strategies per region.

Requirements:

1-3 years of hands-on experience in CRM, retention marketing, or lifecycle automation.

Strong understanding of customer journey mapping and lifecycle marketing best practices.

Experience with CRM platforms like MoEngage, CleverTap, Webengage, etc.

Data-driven mindset with strong comfort in performance tracking, A/B testing, and reporting.

Proficiency in segmentation, personalization, and multichannel communication.

Excellent communication and collaboration skills.

Bachelor's degree in Marketing, Business, Communications, or related field.