Job Description – CRM Executive

Company: FLiCKA Cosmetics Pvt. Ltd.
Position: CRM Executive
Department: Marketing / Customer Relationship Management
Experience: 2–3 Years
Employment Type: Full-Time
Location: Mumbai
Work Mode: Work from Office

About the Role

We are looking for a CRM Executive who will be responsible for managing and improving customer relationships, engagement, retention, and repeat purchases across our D2C channels.

The ideal candidate should have hands-on experience with CRM campaigns, customer segmentation, WhatsApp, Email, SMS, retention marketing, and customer data analysis. The candidate should be comfortable working with data and creating campaigns that drive repeat purchases and customer lifetime value.

Key Responsibilities1. CRM Campaign Management

- Plan, execute, and monitor CRM campaigns across WhatsApp, Email, SMS, Push Notifications, and other customer communication channels.
- Create campaigns for new customers, repeat customers, inactive customers, and high-value customers.

2. Customer Segmentation

- Segment customers based on:
- New vs. existing customers
- Purchase frequency
- Customer lifetime value
- Product/category purchased
- Engagement level
- Develop targeted campaigns for different customer segments.

3. Customer Retention & Repeat Purchase

- Develop strategies to increase repeat purchases and customer retention.
- Identify opportunities to bring inactive customers back.
- Create customer journeys for first-time buyers, repeat buyers, and high-value customers.
- Work on cross-selling and upselling campaigns.
- Track and improve customer lifetime value.

4. Data Analysis & Reporting

- Track CRM campaign performance and prepare regular reports.
- Monitor key metrics such as:
- Open Rate
- Click-Through Rate (CTR)
- Conversion Rate
- Revenue Generated
- Repeat Purchase Rate
- Customer Retention Rate
- Unsubscribe/Opt-out Rate
- Customer Lifetime Value
- Campaign ROI




- Analyse campaign performance and recommend improvements.

5. Automation & Customer Journeys

- Set up and manage automated customer journeys such as:
- Welcome campaigns
- Abandoned cart reminders
- Post-purchase communication
- Product replenishment reminders
- Birthday/anniversary campaigns
- Win-back campaigns
- Feedback/review requests
- Cross-sell and upsell campaigns
- Identify opportunities to automate repetitive CRM activities.

6. Coordination

- Coordinate with Marketing, Performance Marketing, Creative, E-commerce, Customer Support, and Product teams for CRM campaigns.
- Work closely with the creative team to develop campaign creatives, copies, and promotional communication.
- Coordinate with the e-commerce team to track campaign-driven sales and customer behaviour.

Required Skills

- 2–3 years of experience in CRM, Retention Marketing, D2C, E-commerce, or Digital Marketing.
- Hands-on experience with WhatsApp, Email, SMS, and Push Notification campaigns.
- Positive understanding of customer segmentation and retention marketing.
- Strong analytical and data interpretation skills.
- Good knowledge of Excel/Google Sheets.
- Good communication and coordination skills.
- Strong attention to detail and ability to manage multiple campaigns simultaneously.

Preferred Experience

Candidates with experience in D2C, Beauty, Cosmetics, Fashion, FMCG, Lifestyle, or E-commerce will be preferred.

Experience with CRM/marketing automation platforms such as Klaviyo, MoEngage, WebEngage, CleverTap, Netcore, Brevo, Gupshup, Interakt, or similar platforms will be an added advantage.

What We Are Looking For

- Data-driven and analytical mindset
- Strong understanding of customer behaviour
- Creative approach to customer engagement
- Result-oriented attitude
- Ability to work in a fast-paced D2C environment
- Strong ownership and execution skills
- Ability to test, analyse, and continuously improve campaigns

Pay: ₹15,081.43 - ₹29,710.60 per month

Benefits:

- Health insurance
- Paid time off
- Provident Fund

Work Location: In person

📌 CRM Executive (India)
🏢 Flicka Cosmetics
📍 India