Job Description – Junior CRM Executive

Position: Junior CRM Executive
Department: Marketing / Customer Relationship Management
Reporting To: CRM Manager / Marketing Manager
Location: Vanilla Miel LLP

Job Summary

The Junior CRM Executive is responsible for supporting customer relationship management activities by maintaining customer databases, assisting in loyalty programs, coordinating promotional campaigns, and ensuring timely customer communication. The role focuses on improving customer engagement, retention, and satisfaction through effective use of CRM tools and data analysis.

Key ResponsibilitiesCustomer Database Management

- Maintain and update customer records accurately in the CRM system.
- Ensure customer information is complete, accurate, and up to date.
- Verify customer data and remove duplicate records.
- Generate customer lists for marketing campaigns.

Customer Engagement

- Respond to customer queries received through phone, email, WhatsApp, and social media.
- Maintain professional communication with customers.
- Assist in resolving customer complaints by coordinating with café operations.
- Follow up with customers to ensure satisfactory resolution.

Loyalty Program Management

- Assist in managing customer loyalty and membership programs.
- Support customer enrollment and redemption processes.
- Monitor loyalty point balances and customer participation.
- Promote loyalty advantages to increase customer retention.

CRM Campaign Support

- Assist in planning and executing SMS, WhatsApp, email, and promotional campaigns.
- Coordinate birthday, anniversary, festive, and promotional communications.
- Track campaign performance and customer responses.
- Prepare reports on campaign effectiveness.

Reporting & Analytics

- Generate daily, weekly, and monthly CRM reports.
- Analyze customer purchase behaviour and visit frequency.
- Track customer retention, repeat purchases, and feedback.
- Share actionable insights with the Marketing and Operations teams.

Coordination





- Coordinate with Café Managers, Operations, Marketing, and Customer Service teams.
- Ensure customer feedback is communicated to relevant departments.
- Support promotional events and customer engagement activities.

Administrative Responsibilities

- Maintain CRM documentation and campaign records.
- Ensure confidentiality of customer information.
- Follow company policies regarding customer data protection.

Qualifications

- Graduate in Marketing, Business Administration, Hospitality, Commerce, or a related field.
- Certification in CRM, Digital Marketing, or Customer Service is an added advantage.

Experience

- 0–2 years of experience in CRM, customer service, marketing, or hospitality.
- Fresh graduates with strong communication and analytical skills are encouraged to apply.

Skills Required

- Excellent verbal and written communication.
- Strong customer service orientation.
- Basic knowledge of CRM software and Microsoft Excel.
- Familiarity with WhatsApp Business, email marketing, and customer engagement tools.
- Good analytical and reporting skills.
- Ability to multitask and manage deadlines.
- Problem-solving and interpersonal skills.
- Attention to detail and data accuracy.

Key Performance Indicators (KPIs)

- Customer response time.
- Customer satisfaction (CSAT) score.
- Customer retention and repeat visit rate.
- Loyalty program enrollment and engagement.
- Accuracy of customer database.
- Campaign execution and reporting timelines.
- Resolution time for customer complaints.
- Data quality and report accuracy.

Working Conditions

- Rotational shifts, if required, based on business needs.
- Occasional weekend or festive campaign support.
- Frequent coordination with multiple departments and café locations.

Grooming Standards

- Professional business attire.
- Excellent personal grooming and hygiene.
- Courteous and customer-centric attitude.
- Solid communication and interpersonal behaviour.

Interested Candidates can share their resume at: [email protected]

Pay: From ₹18,000.00 per month

Benefits:

- Provident Fund

Work Location: In person

📌 CRM Executive (Mumbai)
🏢 Vanilla Miel
📍 Mumbai