Customer Relationship Management Executive

About Zappfresh:

Zappfresh is a leading brand in the fresh food industry, known for delivering top-quality meat and food products directly to consumers. We are committed to providing a premium, farm-to-fork experience that empowers our customers to make healthier food choices.

Job Overview:

We are looking for a dynamic and driven CRM Executive to join our team at Zappfresh. This role will be crucial in managing customer relationships, enhancing customer satisfaction, and driving customer retention through personalized communication, data-driven insights, and seamless customer service experiences.

Key Responsibilities:

Customer Relationship Management:

• Develop and implement customer engagement strategies across email, SMS, WhatsApp, and social media.
• Manage and grow customer engagement programs and personalized communication to retain existing customers and enhance loyalty.
• Oversee customer lifecycle, segmenting and targeting customers based on their purchase behavior, demographics, and preferences.
• Ensure timely, personalized responses to customer inquiries, complaints, and feedback through multiple channels.

Data Management & Reporting:

• Use CRM tools to track, analyze, and report on customer behavior, identifying trends and opportunities for improvement.
• Create and maintain customer databases to ensure accurate and up-to-date customer information.
• Analyze campaign performance and provide actionable insights to optimize customer retention strategies.

Campaign Management:

• Plan, execute, and monitor automated customer campaigns, ensuring they align with business goals and customer preferences.
• Create loyalty programs, promotional offers, and newsletters that enhance customer engagement and sales.

Collaboration:

• Work closely with the marketing, sales, and finance, and IT teams to align CRM initiatives with business objectives.
• Ensure a seamless customer experience across all touchpoints in the customer journey.

Customer Feedback & Improvement:

• Actively collect and monitor customer feedback to improve Zappfresh’s offerings and service.
• Implement strategies based on feedback to enhance customer satisfaction and drive positive sentiment.

Requirements:

• Experience: Minimum 2-3 years of experience in a CRM role, preferably in retail, food delivery, or FMCG sectors.
• Education: Bachelor’s degree in Marketing, Business Administration, or related fields.
• Skills:
• Strong experience with CRM software.
• Excellent written and verbal communication skills.
• Analytical mindset with the ability to interpret data and drive decisions.
• Ability to develop and execute marketing campaigns with a focus on customer engagement and retention.
• Experience with email marketing, SMS campaigns, and social media engagement.
• Personal Traits:
• Strong customer-focused mindset.
• Self-starter with a positive attitude and the ability to work in a fast-paced environment.
• Detail-oriented with excellent organizational skills.

Preferred Qualifications:

• Experience in food industry or online retail CRM is a plus.
• Familiarity with data analytics tools and platforms.
• Knowledge of automated CRM tools and processes.

What We Offer:

• Competitive salary and benefits.
• Opportunity to work in a growing, dynamic company.
• A fast-paced, collaborative environment where your ideas are valued.
• Room for growth and career development.