Crm Executive

UNIVASTU; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

UNIVASTU is seeking a CRM-focused professional to manage data, campaigns, and customer lifecycle. You will maintain the CRM database, ensure data hygiene, and generate segmentation for campaigns while driving sales through daily outbound calls and lead generation.

You will collaborate with Sales, Service, Product, and IT, analyze key CRM KPIs, prepare dashboards, and optimize engagement with personalized communications across Email, SMS, and WhatsApp.

Qualifications

• Graduate degree in Marketing/BA or related field required.
• Hands-on CRM operations, customer engagement, or marketing automation experience.
• Proficiency with CRM tools, Excel, dashboards and reporting.

Responsibilities

• Maintain and update the CRM database with accurate customer information.
• Ensure data hygiene by performing regular checks, validations, and updates.
• Generate segmentation lists for targeted campaigns.
• Conduct daily outbound calls to 30-40 customers to promote products, resolve queries, and drive sales conversion.
• Generate 30 to 40 leads per month (4% to 6% from call volume).
• Plan and execute automated and manual CRM campaigns (Email, SMS, WhatsApp, etc.).
• Monitor campaign performance and improve engagement rates.
• Support loyalty initiatives and customer onboarding journeys.
• Track CRM KPIs: acquisition, churn, retention, repeat purchases, etc.
• Prepare weekly/monthly dashboards, insights, and recommendations for management.
• Identify cross-sell/upsell opportunities using CRM analytics.
• Collaborate with Sales, Service, Product, and IT for a seamless experience.
• Support marketing activities and digital campaigns with CRM insights.
• Monitor feedback and coordinate with teams for timely closures.
• Develop personalized communication strategies to enhance satisfaction.

Skills

CRM Management

Data Analysis

Customer Engagement

Cross-functional Collaboration

Excel & Dashboards

Education

Graduate Degree in Marketing / Business Administration

Tools

CRM Software

Job description

Key Responsibilities

1. CRM Management & Data Handling

• Maintain and update the CRM database with accurate customer information.
• Ensure data hygiene by performing regular checks, validations, and updates.
• Generate segmentation lists for targeted campaigns.
• Conduct daily outbound calls to 30-40 customers (inbound + outbound combined) to promote products, resolve queries, and drive sales conversion.
• Generate 30 to 40 leads per month ( 4% to 6% from call volume)

2. Customer Lifecycle & Engagement

• Plan and execute automated and manual CRM campaigns (Email, SMS, WhatsApp, etc.)
• Monitor campaign performance and work on continuous improvement for higher engagement rates.
• Support loyalty initiatives and customer onboarding journeys.

3. Analytics & Reporting

• Track key CRM KPIs: customer acquisition, churn, retention, repeat purchase rate, etc.
• Prepare weekly and monthly dashboards, insights, and recommendations for management review.
• Utilize CRM analytics to identify cross-sell/upsell opportunities.

4. Collaboration & Coordination

• Work closely with Sales, Service, Product, and IT for seamless customer experience.
• Support marketing activities, events, and digital campaigns with CRM insights.

5. Customer Focus

• Monitor feedback and coordinate with relevant teams for timely closures.
• Enhance customer satisfaction by developing personalized communication strategies.

Skills & Qualifications

• Graduate Degree in Marketing / Business Administration / relevant field.
• 23 years of experience in CRM operations, customer engagement or marketing automation.
• Hands-on experience with CRM tools.
• Analytical mindset with proficiency in Excel, dashboards, and reporting.
• Excellent communication skills with customer-first approach.
• Ability to work cross-functionally and manage multiple tasks with deadlines.