Overview
CRM Executive- Galeries Lafayette Jobs in Mumbai, Maharashtra, India at Aditya Birla Fashion and Retail Ltd.
JOB PURPOSE:
The CRM Executive will support the execution of customer engagement initiatives across CRM channels and assist in the day-to-day management of CRM operations. The role will work closely with internal stakeholders, agency partners and the CRM team to ensure timely campaign execution, accurate reporting and a seamless customer experience.
JOB CONTEXT:
The CRM Executive supports customer engagement initiatives through the execution of CRM campaigns, promotions, reporting and customer feedback programs. The role requires coordination across Marketing, Retail, E-commerce, IT, Finance and agency partners to ensure seamless customer communication and campaign delivery.
MAJOR CHALLENGES:
- Ensuring accurate and timely campaign execution
- Coordinating across multiple stakeholders and agencies
- Maintaining customer data accuracy and integrity
- Managing multiple campaigns and deadlines simultaneously
- Converting campaign and customer data into actionable insights
KRAs:
NPS & Customer Feedback-
• Coordinate the deployment of NPS surveys.
• Track customer feedback and response rates.
• Prepare NPS reports and summaries.
• Escalate customer concerns and feedback to relevant stakeholders.
• Support initiatives aimed at improving customer satisfaction.
CRM Campaign Execution-
• Coordinate the execution of CRM campaigns across Email, WhatsApp, SMS and App channels.
• Prepare campaign briefs and coordinate with creative and CRM agencies for asset development.
• Manage campaign calendars and deployment schedules.
• Review campaign creatives and content for accuracy before deployment.
• Conduct campaign testing and quality checks.
• Track campaign performance and track results.
CRM Agency & Data Coordination-
• Act as the day-to-day coordinator between Galeries Lafayette Mumbai and CRM agency partners.
• Monitor customer data uploads and integrations across CRM platforms.
• Coordinate with IT, Retail, E-commerce and agency teams to resolve data-related issues.
• Maintain customer database hygiene and support data validation exercises.
• Ensure customer consent and communication preferences are accurately maintained.
Reporting & Analytics-
• Execute weekly and monthly CRM performance reports.
• Track campaign metrics including deliveries, opens, clicks, conversions and revenue.
• Maintain CRM dashboards and trackers.
• Support analysis of customer behaviour and campaign performance.
• Assist in preparing management presentations and reports.
Omnichannel Promotions & Offer Management-
• Support the setup and execution of CRM-led promotions and offers.
• Coordinate with Retail, E-commerce, Finance, IT and CRM partners to ensure correct offer implementation.
• Assist with campaign testing and validation.
• Monitor offer redemptions and maintain campaign trackers.
• Prepare post-campaign reports and performance summaries.
SKILLS & QUALIFICATIONS:
• 1–3 years of experience in CRM, Digital Marketing, Customer Marketing or Marketing Operations.
• Strong organizational and project coordination skills.
• Excellent attention to detail.
• Good analytical and reporting capabilities.
• Proficiency in Excel and PowerPoint. Should know or be willing to learn other CRM tools like Clevertap, Power BI, etc.
• Strong communication and stakeholder management skills.
• Experience working with CRM platforms or marketing automation tools is preferred
Title: CRM Executive- Galeries Lafayette
Company: Aditya Birla Fashion and Retail Ltd.
Location: Mumbai, Maharashtra, India
Category:
