CRM Executive

Role Purpose
Own the day-to-day execution of CRM campaigns, nurture journeys and customer
communications, ensuring that leads and customers receive the right communication at the right stage of their journey.

Key Responsibilities
 Build and execute CRM/nurture journeys on the CDP.
 Manage WhatsApp, SMS, Push Notif. and other customer communication channels.
 Segment customers based on behaviour, lead stage, vehicle/service characteristics
and engagement.
 Execute campaigns for:
o New lead nurturing
o Abandoned leads
o Booking reminders
o Service reminders
o Cross-sell
o Repeat purchases
o Customer reactivation
 Monitor campaign delivery, engagement and conversion.
 Conduct A/B testing of communication, offers, CTAs and campaign timing.
 Maintain campaign calendars and ensure timely execution.
 Coordinate with the Contact Centre for lead follow-up campaigns.
 Prepare regular CRM performance reports.
 Identify customer drop-offs and recommend interventions.
 Maintain CRM data hygiene and campaign documentation.

Key KRAs
 Campaign execution accuracy
 Lead nurture conversion
 CRM-attributed bookings
 Engagement rate
 WhatsApp response rate
 Campaign turnaround time
 Repeat/reactivation conversion

Ideal Candidate
 3–6 years in CRM/lifecycle marketing.
 Experience with platforms such as MoEngage, WebEngage, CleverTap, Salesforce
Marketing Cloud or similar.
 Strong Excel/data-analysis skills.
 Experience with WhatsApp campaigns is highly desirable.