Senior CRM Executive

Department: Customer Relationship Management (CRM)

Experience: 2–6 years

Employment Type: Full time

Location: Indore

Job Summary

We are looking for a results-driven Senior CRM Executive to manage customer relationships, improve customer retention, and drive engagement through effective CRM strategies and campaigns. The ideal candidate should have strong communication, analytical, and customer-management skills, along with hands-on experience with CRM tools and customer lifecycle management.

Key Responsibilities

- Manage and maintain customer data, profiles, interactions, and lifecycle stages in the CRM system.
- Develop and execute customer engagement, retention, reactivation, and loyalty campaigns.
- Segment customers based on behavior, demographics, purchase history, and engagement.
- Coordinate with Sales, Marketing, Operations, and Customer Support teams to improve the overall customer experience.
- Monitor customer journeys and identify opportunities to increase repeat purchases and customer retention.
- Track and analyze CRM campaign performance, including open rates, conversions, retention, and revenue contribution.
- Prepare regular CRM performance reports and dashboards for management.
- Handle customer queries, feedback, complaints,



and escalations professionally and ensure timely resolution.
- Maintain accurate and updated customer records and ensure CRM data quality.
- Conduct follow-ups with existing and inactive customers through calls, WhatsApp, email, SMS, or other communication channels.
- Identify customer needs and recommend relevant products, services, or offers.
- Support the implementation of CRM automation and personalized communication journeys.
- Monitor customer satisfaction and identify areas for improving customer experience.
- Ensure CRM activities are aligned with company policies, targets, and business objectives.

Key Performance Indicators (KPIs)
- Customer retention and repeat purchase rate
- Customer engagement rate
- CRM campaign conversion rate
- Reactivation of inactive customers
- Customer satisfaction / complaint resolution
- Revenue generated through CRM campaigns
- Follow-up and lead/customer conversion
- CRM data accuracy and completeness

Required Skills
- 3–6 years of experience in CRM, customer relationship management, retention, or a related role.
- Strong verbal and written communication skill

Pay: ₹15,115.34 - ₹25,823.93 per month

Work Location: In person

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