CRM Executive

Ketto Online Ventures Pvt Ltd; Mumbai; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Ketto Online Ventures Pvt Ltd is seeking a data-driven CRM Executive to manage customer lifecycle journeys across Email, WhatsApp, SMS, Push, and In-App channels. You will build automated journeys for onboarding, retention, and win-back, while segmenting audiences based on behavior and demographics.

The role requires hands-on experience with CRM platforms (CleverTap/WebEngage/MoEngage). Strong analytical skills and SQL basics are a plus; collaboration with Product, Analytics, and Design teams is

Qualifications

• 1–3 years of CRM, lifecycle marketing, or retention experience.
• Hands-on with CleverTap, WebEngage, MoEngage or similar.
• Strong understanding of customer lifecycle management and marketing automation.
• Experience in audience segmentation, cohort analysis, and campaign optimization.
• Familiar with Email, WhatsApp, SMS, Push, and In-App engagement channels.
• Strong analytical skills and ability to interpret data.
• Familiar with A/B testing methodologies.
• Basic SQL knowledge is a plus.
• Excellent communication and stakeholder management.

Responsibilities

• Create, manage, and optimize lifecycle journeys across Email, WhatsApp, SMS, Push Notifications, In-App, and other channels.
• Build and execute automated journeys for onboarding, activation, retention, re-engagement, churn prevention, and win-back campaigns.
• Create audience segments based on behavior, demographics, engagement, and transaction data.
• Set up and monitor campaigns in CleverTap, WebEngage, MoEngage, or similar platforms.
• Conduct A/B testing on messaging, timing, and channels to improve performance.
• Track campaign performance and share actionable insights through regular reporting.
• Collaborate with Product, Analytics, Design, and Content teams to improve engagement and conversion.
• Ensure data accuracy and campaign quality through audits and testing.
• Analyze customer behavior to identify opportunities to improve retention and value.

Skills

CRM lifecycle

Segmentation

AB testing

Analytics

SQL basics

Communication

Tools

CleverTap

WebEngage

MoEngage

Job description

Executive/ Sr. Executive – Customer Lifecycle & Retention

Experience: 1–3 Years

Department: CRM / Customer Lifecycle Management

About the Role

We are looking for a data-driven and customer-focused CRM Executive to manage customer lifecycle journeys, engagement campaigns, and retention initiatives across multiple communication channels. The ideal candidate should have hands-on experience with CRM automation platforms such as CleverTap, WebEngage, MoEngage or similar tools.

The role involves building and optimizing automated customer journeys, audience segmentation, campaign execution, experimentation, and performance analysis to drive engagement, retention, and revenue growth.

Key Responsibilities

• Create, manage, and optimize lifecycle journeys across Email, WhatsApp, SMS, Push Notifications, In-App, and other channels.
• Build and execute automated customer journeys for onboarding, activation, retention, re-engagement, churn prevention, and win-back campaigns.
• Create audience segments based on customer behavior, demographics, engagement, and transaction data.
• Set up and monitor campaigns in CleverTap, WebEngage, MoEngage, or similar CRM platforms.
• Conduct A/B testing on messaging, creatives, timing, channels, and user journeys to improve performance.
• Track campaign performance and share actionable insights through regular reporting.
• Work closely with Product, Analytics, Design, and Content teams to improve customer engagement and conversion.
• Ensure data accuracy and campaign quality through regular audits and testing.
• Analyze customer behavior and identify opportunities to improve retention, repeat usage, and customer lifetime value.

Required Skills & Qualifications

• 1–3 years of experience in CRM, Lifecycle Marketing, Retention Marketing, or Customer Engagement.
• Hands-on experience with at least one CRM automation platform such as CleverTap, WebEngage, MoEngage, or similar.
• Strong understanding of customer lifecycle management and marketing automation.
• Experience in customer segmentation, cohort analysis, and campaign optimization.
• Knowledge of Email, WhatsApp, SMS, Push Notifications, and In-App engagement channels.
• Strong analytical skills with the ability to interpret campaign and customer data.
• Familiarity with A/B testing methodologies and performance measurement.
• Basic understanding of SQL and analytics tools is a plus.
• Excellent communication and stakeholder management skills.

Preferred Experience

• Experience working in E-commerce, Fintech, Consumer Internet, HealthTech, EdTech, Gaming, Subscription, or Marketplace businesses.
• Exposure to retention, loyalty, subscription, or repeat purchase programs.
• Experience handling large customer databases and high-volume campaigns.

Required Skills

Attitude and behavior in the workplace Ability to work/deliver under pressure Problem Solving Ability writing Attendance and Punctuality Communication