E-CRM Executive | Digital Retail

Overview of the role:

The CRM Executive role is to ensure that campaigns for various brands are executed in an accurate and timely manner while maintaining proper hygiene with vendors and brands. The role would need a lot of interdepartmental coordination and people-oriented skills whilst keeping all stakeholders updated on developments on all CRM elements of the business

What you will do:-

Description of Accountability:

Campaign Execution & Reporting

• Managing email customer communications and implementation processes as well as measurement.
• Managing SMS customer communications and implementation processes as well as measurement.
• Reporting of campaign results for all SMS/Email channels and advice of areas to improve and/or optimize.
• Regular reporting of all campaign results channel-wise (Email and SMS)

Stakeholder Management

• Managing CRM vendor relationship on behalf of the brands for campaign requests, payments, campaign delivery tracking, and campaign post performance reports and review with brand & vendor.
• Work closely with the brand all relevant channels in line with the main campaign messaging and are optimized to drive campaign key performance indicators (customer sign-ups, repeat visits, click through, and revenue).

Track Performance & work on improvement plans

• Continuously monitor the key KPIs for emails and SMS and assist brands to improve them. (Open rate, click rate, subscription rate)
• Continually A/B test subject lines, content and design to drive key performance indicators for email channel
• Monitor and continuously improve CRM campaign deliverability rates
• Campaign Conversion Rate

Other campaign operations

1. Merge Accounts as per brand request

2. Change Customer mobile number as per brand request

Job Details

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