Customer Relationship Management Executive

Experience - 2 - 5 Years experience in CRM & Loyalty

Job purpose

To manage and optimize customer communication workflows and CRM systems and deliver engaging campaigns and marketing initiatives that drive customer engagement, retention, and growth.

Job Description -

1. Manage and optimize customer communication workflows, including welcome, nursery, lapsed, and reactivation processes.
2. Collaborate closely with design and commercial teams to build and send engaging Push notifications, SMS, Emails, and Direct Mails.
3. Strategically optimize weekly sends to active customers to grow the active customer base and increase order numbers/financials.
4. Maintain a high standard of customer communications with meticulous attention to detail, ensuring accuracy and relevance.
5. Manage marketing initiatives targeting the existing Reliance Digital customer base, particularly for Zoom acquisition.
6. Own and manage CRM systems, ensuring organized files and locations for efficient retrieval and utilization of customer data.
7. Regularly review all Key Performance Indicators (KPIs) and trends on a weekly, monthly, and quarterly basis.
8. Present findings from KPI and trend reviews to management and in team meetings, providing actionable insights for continuous improvement.

Functional Competencies -

1. Proficiency in Data Analysis and Segmentation
2. Expertise in Email/SMS Campaign Management
3. Content Management and Accuracy

Behavioral Competencies -

1. Cross-functional Collaboration
2. Vendor and Stakeholder Management
3. Communication Skill

Only relevant candidates with CRM and loyalty experience to apply