CRM Executive

Job Title: CRM Executive

Department: Sales / Customer Experience
Reporting To: CRM Manager / Sales Head
Location: Office / Hybrid
Experience: 1–3 Years (Travel / Service Industry Preferred)

Job Summary

The CRM Executive is responsible for managing leads, customer data, follow-ups, and lifecycle communication using the CRM system. The role ensures zero lead leakage, timely follow-ups, accurate data entry, and smooth coordination between sales, operations, visa, and marketing teams.

This role is critical for conversion improvement, customer satisfaction, and repeat business.

Key Responsibilities1. Lead Management & Allocation

• Receive leads from Meta Ads, Google Ads, Website, WhatsApp, Agents, Walk-ins
• Assign leads to sales executives as per defined rules (round-robin / priority)
• Track lead status: New, Contacted, Follow-up, Converted, Lost
• Ensure 100% lead acknowledgment within defined TAT

2. Follow-up & Reminder Management

• Set and monitor follow-up reminders for sales team
• Ensure no lead remains idle or unattended
• Escalate non-actioned leads to Sales Manager
• Monitor daily call & follow-up compliance

3. CRM Data Accuracy & Hygiene

• Maintain clean, updated customer records:
• Name, contact, destination, travel month, budget
• Update notes after every customer interaction
• Remove duplicates and incorrect entries
• Tag leads properly (Destination, Package, Source, Agent, Priority)

4. Customer Lifecycle Tracking

• Track customer journey from:

Lead → Booking → Visa → Operations → Travel → Feedback

• Coordinate with:
• Visa Team for documentation status
• Operations Team for booking & travel readiness
• Customer Experience Team for post-travel feedback
• Ensure smooth handover between departments

5. CRM Reports & Analytics

• Generate daily / weekly / monthly reports:
• Lead source performance
• Conversion ratio per executive
• Follow-up ageing report
• Lost reason analysis
• Share insights with Sales & Marketing teams

6. Automation & Process Support

• Assist in CRM automation:
• WhatsApp auto-messages
• Email confirmations
• Task reminders
• Coordinate with tech/marketing team for CRM improvements
• Test new CRM features & workflows

7. Customer Communication Support

• Send booking confirmations, payment reminders, and updates
• Ensure correct templates are used (WhatsApp / Email)
• Support retention campaigns: repeat trips, referrals, reviews

Required Skills & QualificationsMust-Have Skills

• Experience with CRM tools (Rolo CRM, Zoho, Salesforce, HubSpot, or similar)
• Strong Excel / Google Sheets knowledge
• Good communication & coordination skills
• Detail-oriented and process-driven mindset

Preferred Skills

• Experience in Travel / Tours / Hospitality / Service Industry
• Knowledge of lead funnels & conversion metrics
• Basic understanding of digital marketing lead sources

Key Performance Indicators (KPIs)

• Lead response time (TAT)
• Follow-up compliance %
• Lead-to-booking conversion support
• Data accuracy score
• Reduction in lead leakage
• Customer satisfaction & feedback closure

Why Join Us

• Fast-growing travel brand with international operations
• Exposure to sales, marketing, automation & analytics
• Clear growth path: CRM Executive → CRM Manager → Sales Ops Head
• Performance-based incentives & learning opportunities

Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹25,000.00 per month

Work Location: In person