Crm Executive

Medglobe Therapeutics Limited; New Delhi; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Medglobe Therapeutics Limited in India seeks a CRM and Customer Lifecycle specialist to design end-to-end customer journeys, optimize CRM databases, and run targeted multi-channel campaigns to boost engagement and repeat sales.

The role involves managing customer inquiries, coordinating with Sales/Ops/Support, and reporting on churn, retention, CSAT, and NPS. Fluency in English and Hindi is essential; 2–5 years of related experience is preferred.

Qualifications

• Experience in CRM management, customer success, or digital marketing within relevant sectors.
• Hands-on experience with CRM software and data analysis tools.
• Strong written and spoken communication in English and Hindi.

Responsibilities

• Design and execute end-to-end customer journey strategies from onboarding to retention and re-engagement.
• Manage and optimize CRM tools and databases for clean segmentation.
• Plan and execute multi-channel campaigns (Email, SMS, WhatsApp, Push) to drive engagement and repeat sales.
• Oversee complex customer queries and coordinate with sales, operations, and support for resolutions.
• Track KPIs like churn, retention, CSAT, NPS, and conversion; generate actionable insights.

Skills

CRM software

Advanced Excel

Data analysis

English & Hindi

Communication skills

Education

Bachelor's degree in Business Administration or related field

Tools

CRM platforms

Job description

Role & responsibilities

• Customer Lifecycle Management: Design and execute end-to-end customer journey strategies from onboarding to retention and re‑engagement.
• CRM Operations & Database Management: Manage and optimize CRM tools and software to maintain clean, updated customer databases and segmentation lists.
• Campaign Execution: Plan and execute targeted multi-channel marketing and communication campaigns (Email, SMS, WhatsApp, and Push Notifications) to drive engagement and repeat sales.
• Customer Support & Escalation Handling: Oversee complex customer queries, resolve escalated issues promptly, and coordinate with sales, operations, and support teams for quick resolutions.
• Data Analytics & Reporting: Track key performance metrics (Churn Rate, Retention Rate, CSAT, NPS, and Conversion Rates) and generate actionable insights/reports for management.
• Loyalty & Feedback Programs: Design, implement, and monitor customer loyalty programs, feedback surveys, and referral initiatives to boost brand advocacy.
• Cross-functional Collaboration: Work closely with the Sales and Marketing teams to align lead management, follow-up workflows, and promotional offers.

Preferred candidate profile

• Education: Bachelors degree in Business Administration, Marketing, Communications, or a related field.
• Experience: [2 to 5 years] of proven experience in CRM management, customer success, or digital marketing within retail, e-commerce, healthcare, or corporate sectors.
• Technical Skills: Hands-on experience with CRM software, advanced Excel, and data analysis tools.
• Communication: Exceptional verbal and written communication skills in English and Hindi, with strong negotiation and problem-solving abilities.
• Analytical Mindset: Ability to interpret customer data, identify trends, and translate insights into strategic actions.
• Time Management: Highly organized with the ability to manage multiple campaigns and priorities in a fast-paced environment.