About the role
We are looking for someone with hands-on CRM operations experience who can execute campaigns, analyse customer behaviour, and contribute to retention initiatives. The role will involve:
• 60% CRM Operations: Campaign planning, execution, scheduling, and monitoring.
• 20% Analytics: Analysing campaign performance, customer behaviour, and retention metrics.
• 20% Strategy: Identifying opportunities to improve customer engagement and retention.

What you'll do
1. CRM Operations
• Plan, execute, schedule, and monitor CRM campaigns across Push Notifications, WhatsApp, and SMS.
• Work hands-on with CRM platforms such as WebEngage, CleverTap, or MoEngage.
• Ensure timely campaign execution, audience targeting, segmentation, and quality checks.
• Coordinate with category and growth teams to execute relevant customer communication initiatives.
• Monitor campaign delivery and troubleshoot execution-related issues. 2. Analytics & Reporting
• Analyse campaign performance across delivery, engagement, conversion, and revenue metrics.
• Build and maintain weekly dashboards and performance trackers.
• Analyse customer behaviour, category performance, and funnel metrics to identify opportunities.
• Use SQL to extract, analyse, and interpret customer and campaign data.




• Support customer segmentation, cohort analysis, and retention experiments. 3. Strategy & Improvement
• Identify opportunities to improve repeat purchases, customer engagement, and retention.
• Recommend improvements to customer journeys based on campaign performance and user behaviour.
• Collaborate with category and growth teams to develop relevant customer nudges.
• Independently investigate performance gaps and suggest actionable improvements. What we're looking for:
• 1–3 years of experience in CRM operations, preferably in e-commerce, quick commerce, or consumer internet businesses.
• Hands-on experience with at least one CRM platform: WebEngage, CleverTap, or MoEngage.
• Practical experience working across at least two of these three channels: Push Notifications, WhatsApp, and SMS.
• Proficiency in SQL is mandatory, with the ability to independently write queries and analyse data.
• Solid working knowledge of Excel or Google Sheets.
• Experience with campaign reporting, dashboards, and customer segmentation.
• Strong attention to detail, execution discipline, and problem-solving skills.
• Ability to work in a fast-paced environment and manage multiple campaigns simultaneously.

📌 CRM Operations (Bengaluru)
🏢 FirstClub
📍 Bengaluru