Job Requirements
Job Description
CRM Tech – Senior Executive / Assistant Manager
Function
CRM
Grade / Level
Senior Executive / Assistant Manager
Reports To
Manager /Functional Head – CRM
Location
Mumbai
Experience
3 – 6 years
Role Overview
The CRM Tech – Senior Executive / Assistant Manager will support the CRM function on day-to-day technology coordination, working closely with the internal IT team and external vendors. The role involves executing and supporting Salesforce enhancements, assisting with AI/automation pilots, and providing hands-on support for customer-facing digital channels such as WhatsApp and the Customer App. This is an execution and coordination-focused role, working under the guidance of CRM/IT leadership.
Key Responsibilities
Salesforce & CRM Platform Support
• Log, track, and coordinate CRM enhancement requests and issue tickets with the IT team and Salesforce implementation partner.
• Assist in preparing functional requirements/user stories based on inputs from CRM business users.
• Support UAT cycles – test case preparation, execution,



and bug tracking for new releases and change requests.
• Perform routine data checks, basic report/dashboard configuration, and user access requests within Salesforce.
AI & Automation Support
• Assist in documenting use cases for AI/automation initiatives within CRM and collections workflows.
• Coordinate with IT and vendors during pilot testing of automation/AI tools, and track progress against timelines.
• Compile data and inputs required for AI/RPA use-case evaluation and business case preparation.
Digital Customer Touchpoints
• Provide day-to-day support for the WhatsApp Business platform – template approvals, issue logging, and coordination with the vendor/BSP.
• Support testing and rollout of recent features on the Customer App, and act as first point of contact for user-reported issues.
• Maintain trackers for open items, enhancement requests, and vendor SLAs across digital channels.
IT Coordination & Doc

📌 CRM Tech (Mumbai)
🏢 Kalpataru
📍 Mumbai