CRM-Executive

Job description

Key Responsibilities 1. Customer Data Management  Manage and maintain the CRM database to ensure accuracy, completeness, and data hygiene.  Segment customers based on shopping behavior, demographics, purchase frequency, and lifestyle patterns.  Monitor customer lifecycle stages and design strategies to increase retention and repeat purchases. 2. Customer Engagement & Communication  Develop and execute targeted SMS, email, WhatsApp, and app-push campaigns.  Create personalized communication flows for new customers, lapsed customers, VIP customers, and high-value shoppers.  Work closely with marketing and retail teams to rollout festive, seasonal, and product-launch campaigns. 3. Loyalty Program Management  Manage the brand’s loyalty program, ensuring smooth customer onboarding, points calculation, redemption, and tier upgrades.  Analyze customer behavior to enhance loyalty benefits and boost customer stickiness.  Coordinate with stores to ensure correct customer enrollment and issue resolution. 4. Customer Analytics & Reporting  Analyze customer KPIs: repeat purchase rate, customer lifetime value (CLTV), average ticket size, churn rate, and conversion rates.  Track campaign ROI, redemption rates, and customer engagement metrics.  Provide monthly CRM dashboards to management with insights and recommendations. 5. Customer Experience & Service Support  Work closely with customer service teams to track complaint categories, turnaround times, and service improvements.  Identify customer pain points and propose process enhancements (return/exchange issues, store satisfaction, product feedback).  Ensure consistent brand experience across online and offline touchpoints. 6. Omnichannel Integration  Collaborate with E-commerce, Retail, and IT teams to integrate customer data across POS, website, mobile app, and marketplaces.  Support initiatives like click-and-collect, endless aisle, home delivery, and unified customer profiles. 7. Market & Trend Understanding  Stay updated with industry trends in fashion retail CRM, personalization, and loyalty programs.  Benchmark competitor CRM strategies and suggest improvements. Skills & Qualifications Educational Qualification  Bachelor’s / Master’s degree in Marketing, Business Administration, Retail Management, or related field. Technical Skills  Strong experience with CRM platforms (Salesforce, Capillary, Zoho, MoEngage, Adobe Campaign, etc.).  Proficiency in Excel, basic data analytics, and campaign management tools.  Understanding of POS systems, loyalty engines, and omnichannel platforms. Core Competencies  Excellent communication and customer-centric mindset.  Analytical thinking with the ability to interpret customer data.  Strong coordination skills with marketing, retail, and operations teams.  Ability to manage timelines and deliver consistent results.

Prakhya Yadav

877 089 7071