- Maintain and update the CRM database with accurate customer information.
- Ensure data hygiene by performing regular checks, validations, and updates.
- Generate segmentation lists for targeted campaigns.
- Conduct daily outbound calls to 30-40 customers (inbound + outbound combined) to promote products, resolve queries, and drive sales conversion.
- Generate 30 to 40 leads per month ( 4% to 6% from call volume)
2. Customer Lifecycle & Engagement
- Plan and execute automated and manual CRM campaigns (Email, SMS, WhatsApp, etc.)
- Monitor campaign performance and work on continuous improvement for higher engagement rates.
- Support loyalty initiatives and customer onboarding journeys.
3. Analytics & Reporting
- Track key CRM KPIs: customer acquisition, churn, retention, repeat purchase rate, etc.
- Prepare weekly and monthly dashboards, insights, and recommendations for management review.
- Utilize CRM analytics to identify cross-sell/upsell opportunities.
4.
Collaboration & Coordination
- Work closely with Sales, Service, Product, and IT for seamless customer experience.
- Support marketing activities, events, and digital campaigns with CRM insights.
5. Customer Focus
- Monitor feedback and coordinate with relevant teams for timely closures.
- Enhance customer satisfaction by developing personalized communication strategies.
Skills & Qualifications
- Graduate Degree in Marketing / Business Administration / relevant field.
- 23 years of experience in CRM operations, customer engagement or marketing automation.
- Hands-on experience with CRM tools.
- Analytical mindset with proficiency in Excel, dashboards, and reporting.
- Excellent communication skills with customer-first approach.
- Ability to work cross-functionally and manage multiple tasks with deadlines.