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.
- Strong 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 setting and manage multiple campaigns simultaneously.

📌 CRM Operations (Bengaluru)
🏢 FirstClub
📍 Bengaluru