CRM Executive - Galeries Lafayette

Aditya Birla Group; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Aditya Birla Group's Fashion & Retail division seeks a Senior Executive to drive CRM programs, NPS surveys, and customer feedback workflows across multi‑channel campaigns (Email, WhatsApp, SMS and App). You will coordinate data, ensure consent and hygiene, support campaign testing, track performance, and deliver weekly/monthly analytics reports and dashboards for leadership.

Collaborating with IT, Retail and E‑commerce teams you will manage promotions, post‑campaign summaries and data integrity

Responsibilities

• Coordinate the deployment of NPS surveys.
• Track customer feedback and response rates.
• Prepare NPS reports and summaries.
• Escalate customer concerns and feedback to relevant stakeholders.
• Support initiatives aimed at improving customer satisfaction.
• Coordinate the execution of CRM campaigns across Email, WhatsApp, SMS and App channels.
• Prepare campaign briefs and coordinate with creative and CRM agencies for asset development.
• Manage campaign calendars and deployment schedules.
• Review campaign creatives and content for accuracy before deployment.
• Conduct campaign testing and quality checks.
• Track campaign performance and track results.
• Act as the day-to-day coordinator between Galeries Lafayette Mumbai and CRM agency partners.
• Monitor customer data uploads and integrations across CRM platforms.
• Coordinate with IT, Retail, E-commerce and agency teams to resolve data-related issues.
• Maintain customer database hygiene and support data validation exercises.
• Ensure customer consent and communication preferences are accurately maintained.
• Execute weekly and monthly CRM performance reports.
• Track campaign metrics including deliveries, opens, clicks, conversions and revenue.
• Maintain CRM dashboards and trackers.
• Support analysis of customer behaviour and campaign performance.
• Assist in preparing management presentations and reports.
• Support the setup and execution of CRM-led promotions and offers.
• Coordinate with Retail, E-commerce, Finance, IT and CRM partners to ensure correct offer implementation.
• Assist with campaign testing and validation.
• Monitor offer redemptions and maintain campaign trackers.
• Prepare post-campaign reports and performance summaries.

Job description

At the Aditya Birla Group, our Corporate Vision is aligned and intricately woven with our People Vision.

Designation : Senior Executive

Organization : Fashion & Retail

Job Description:

Key Result Areas

Supporting Actions

NPS & Customer Feedback-

• Coordinate the deployment of NPS surveys.
• Track customer feedback and response rates.
• Prepare NPS reports and summaries.
• Escalate customer concerns and feedback to relevant stakeholders.
• Support initiatives aimed at improving customer satisfaction.

CRM Campaign Execution-

• Coordinate the execution of CRM campaigns across Email, WhatsApp, SMS and App channels.
• Prepare campaign briefs and coordinate with creative and CRM agencies for asset development.
• Manage campaign calendars and deployment schedules.
• Review campaign creatives and content for accuracy before deployment.
• Conduct campaign testing and quality checks.
• Track campaign performance and track results.

CRM Agency & Data Coordination-

• Act as the day-to-day coordinator between Galeries Lafayette Mumbai and CRM agency partners.
• Monitor customer data uploads and integrations across CRM platforms.
• Coordinate with IT, Retail, E-commerce and agency teams to resolve data-related issues.
• Maintain customer database hygiene and support data validation exercises.
• Ensure customer consent and communication preferences are accurately maintained.

Reporting & Analytics-

• Execute weekly and monthly CRM performance reports.
• Track campaign metrics including deliveries, opens, clicks, conversions and revenue.
• Maintain CRM dashboards and trackers.
• Support analysis of customer behaviour and campaign performance.
• Assist in preparing management presentations and reports.

Omnichannel Promotions & Offer Management-

• Support the setup and execution of CRM-led promotions and offers.
• Coordinate with Retail, E-commerce, Finance, IT and CRM partners to ensure correct offer implementation.
• Assist with campaign testing and validation.
• Monitor offer redemptions and maintain campaign trackers.
• Prepare post-campaign reports and performance summaries.

• Discover more about life at Aditya Birla Group