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 prospects 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.
Robust verbal and written communication skill

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

Work Location: In person

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