Position Summary
The CRM Executive is responsible for managing, optimizing, and executing customer relationship management activities to support customer retention, loyalty, and engagement. This role ensures accurate data management, assists with customer segmentation, supports personalized communication strategies, and provides insights that drive improved customer experience and business performance.
key Responsibilities
1. CRM System Management
- Maintain and update customer information within the CRM platform in accordance with data governance standards.
- Ensure accuracy, completeness, and consistency of customer data across all systems.
- Assist in troubleshooting system issues and coordinating with IT or external vendors as necessary.
2. Customer Segmentation & Targeting
- Support the creation and refinement of customer segments for marketing and loyalty initiatives.
- Analyze customer behavior, demographics, and purchase history to improve segmentation strategies.
- Prepare targeted lists for campaigns and communications.
3. Campaign Execution & Automation
- Assist in the development and scheduling of CRM campaigns (email, SMS, loyalty messaging, automated workflows).
- Execute campaign setups, testing, proofreading, and deployment within established timelines.
- Monitor campaign performance and compile reports for internal stakeholders.
4. Reporting & Analytics
- Generate regular CRM reports, including customer acquisition, retention, churn, engagement, and loyalty metrics.
- Interpret CRM data to identify trends, opportunities, and areas for improvement.
- Provide insights and recommendations to support marketing strategies and business decisions.
5. Customer Journey Support
- Assist in mapping and improving customer touchpoints across the customer lifecycle.
- Support loyalty program management, including tier updates, points allocation, and member communications.
- Monitor customer feedback and coordinate with relevant teams to enhance service delivery.
6. Cross-Functional Collaboration
- Work closely with marketing, sales, operations, and customer service to ensure CRM initiatives align with organizational goals.
- Coordinate with creative and content teams to develop CRM materials and messaging.
- Support training and onboarding for teams using CRM tools.
7. Compliance & Data Security
- Ensure all CRM activities align with data privacy regulations and company policies.
- Maintain confidentiality and secure handling of customer data.