JOB DESCRIPTION

Position: CRM Executive - App Operations & Loyalty Programme Management

Company: Jolly Engineering Works

Location: Delhi

Experience: 2-5 years

Department: Marketing & Customer Relations

About the Role

Jolly Engineering Works is looking for a dynamic, responsible and tech-savvy professional to manage the Jolly Saathi App, our dedicated loyalty and engagement platform designed to strengthen relationships with our carpenter community.

This is a multifaceted role that combines app operations, customer relationship management, sales coordination, data management and administrative support.

The selected candidate will be responsible for the smooth day-to-day functioning of the app, from onboarding and verifying new users to managing loyalty points, redemptions, customer queries and ongoing engagement.

The role requires someone who is organised, approachable, patient and comfortable interacting with people from diverse backgrounds. We are looking for an individual who can take ownership of responsibilities, exercise sound judgement, coordinate effectively with different teams and contribute towards improving the overall user experience.

Key Roles & Responsibilities

1. App Operations & Management

- Oversee the complete day-to-day administration and smooth functioning of the Jolly Saathi App.
- Manage new carpenter registrations, user onboarding, profile verification and KYC approvals.
- Review registration details, including geotagging and supporting information, to ensure authenticity and accuracy.
- Identify duplicate, incomplete or suspicious registrations and take appropriate corrective action.
- Manage loyalty points, redemption requests, approval processes and related customer queries.
- Maintain accurate records of user registrations, approvals, redemptions and pending requests.
- Coordinate with the app development and technical support teams to resolve operational issues, report bugs and implement updates.
- Monitor app activities and proactively identify areas where processes or the user experience can be improved.

2. Carpenter Engagement & Customer Relationship Management

- Act as a primary point of contact for carpenters using the Jolly Saathi App.
- Handle incoming queries, requests and complaints through phone calls, WhatsApp and email.
- Assist carpenters with registration, KYC documentation, loyalty points, redemption procedures and general app usage.
- Communicate patiently and clearly with users who may have limited familiarity with smartphones or digital applications.
- Build and maintain positive relationships with the carpenter community through consistent communication and timely support.
- Ensure queries and complaints are addressed efficiently, with appropriate follow-up until resolution.

3. Sales Team Coordination & Follow-ups





- Work closely with the internal sales team to support carpenter registrations and encourage active participation in the Jolly Saathi programme.
- Coordinate with sales representatives regarding recent registrations, pending verifications and incomplete documentation.
- Follow up regularly with field teams to ensure registration targets and operational requirements are being addressed.
- Highlight discrepancies, delays or recurring issues to the relevant team members.
- Maintain effective communication between carpenters, sales representatives and management to ensure smooth coordination.
- Assist in implementing initiatives aimed at improving app adoption and engagement.

4. Reporting, MIS & Data Management

- Prepare and maintain daily, weekly and monthly reports using MS Excel and Google Sheets.
- Monitor and track key app activities, including new registrations, KYC approvals, loyalty point redemptions, pending cases and active users.
- Maintain organised and updated databases, ensuring accuracy and confidentiality of information.
- Prepare reports, trackers, presentations and data summaries for management review.
- Analyse basic operational data to identify pending issues, trends and areas requiring attention.
- Ensure timely submission of reports and completion of assigned documentation.

5. Administrative & Marketing Support

- Provide administrative and coordination support to management on assigned projects and activities.
- Assist with preparing Excel sheets, compiling information, organising databases and maintaining work trackers.
- Support basic content creation and editing of product demonstration and installation videos using InShot or similar applications.
- Assist with marketing-related communication, documentation and other digital activities as required.
- Coordinate with internal departments and external service providers for assigned tasks.

Candidate Profile & Requirements Professional Experience

- Minimum 2 years of relevant experience in CRM operations, customer support, app administration, loyalty programme management or a similar customer-facing role.
- Experience handling customer databases, verification processes or digital platforms will be an advantage.
- Prior exposure to coordination with field sales teams is desirable.

Technical & Digital Skills

- Good working knowledge of MS Excel and Google Sheets, including data management, reporting and basic formulas.
- Comfortable working with mobile applications, online dashboards and digital platforms.
- Proficiency in email communication,



WhatsApp and routine office applications.
- Familiarity with ChatGPT and other AI tools for drafting communication, organising information and improving productivity.
- Basic knowledge of video editing applications such as InShot will be an added advantage.
- Ability and willingness to learn new software and digital tools.

Communication & Interpersonal Skills

- Strong verbal communication skills in Hindi and good working proficiency in English.
- Ability to communicate clearly, respectfully and patiently with different customer groups.
- Good interpersonal skills and the confidence to coordinate with internal sales teams and external stakeholders.
- Strong follow-up skills with the ability to manage multiple conversations and responsibilities simultaneously.

Key Personal Attributes

We are looking for a candidate who demonstrates:

- Integrity & Trustworthiness: Maintains honesty, confidentiality and accuracy, particularly when handling customer verification, loyalty points and redemption approvals.
- Presence of Mind & Judgement: Can assess information, identify discrepancies and make sensible decisions independently within defined guidelines.
- Patience & Empathy: Has the ability to listen, understand and assist customers who may require additional guidance.
- Ownership & Accountability: Takes responsibility for assigned work, follows through on commitments and ensures timely resolution of issues.
- Proactive Approach: Identifies pending tasks, follows up without constant supervision and takes initiative when required.
- Organisation & Time Management: Can prioritise multiple responsibilities, maintain accurate records and meet deadlines.
- Adaptability & Willingness to Learn: Is comfortable taking on varied responsibilities and adapting to evolving systems and processes.

Preferred Qualifications

- Graduate in any discipline.
- Experience in CRM, loyalty programme operations, customer engagement or back-office management.
- Experience in MIS reporting and customer database management.
- Exposure to mobile app administration or customer verification processes.
- Basic knowledge of content editing and digital marketing support activities.

What We Are Looking For

The ideal candidate is someone who enjoys working with people while being equally comfortable managing data, technology and operational processes.

We value individuals who are dependable, resourceful and willing to take initiative. The ability to work independently, maintain strong relationships and approach challenges with patience and practical problem-solving skills is essential.

This role offers exposure to customer engagement, digital loyalty programme management, sales coordination and marketing operations within an established architectural hardware company.

Pay: ₹11,000.00 - ₹25,000.00 per month

Work Location: In person

📌 CRM Executive - App Operations & Loyalty Programme Management (Delhi)
🏢 Jolly Engineering Works
📍 Delhi