CRM Operations

FirstClub; Bengaluru; Presencial; INR 600.000 - 900.000; Jornada completa

Descripción de la vacante

FirstClub is seeking a CRM Operations professional to plan, execute, and monitor CRM campaigns across Push Notifications, WhatsApp, and SMS. The role requires hands-on experience with WebEngage, CleverTap, or MoEngage and strong SQL skills.

You will analyze campaign performance, build dashboards, and identify opportunities to improve engagement and retention among customers.

Formación

• 1-3 years of experience in CRM operations.
• Hands-on experience with WebEngage, CleverTap, or MoEngage.
• Proficiency in SQL is mandatory and capable of writing queries.
• Proficient with Excel or Google Sheets for data analysis.
• Experience with campaign reporting and dashboards.

Responsabilidades

• Plan, execute, schedule, and monitor CRM campaigns across Push Notifications, WhatsApp, and SMS.
• Work hands-on with CRM platforms such as WebEngage, CleverTap, or MoEngage.
• Monitor campaign delivery and troubleshoot execution-related issues.
• Analyse campaign performance, audience behaviour, and retention metrics.
• Build weekly dashboards and performance trackers.
• Identify opportunities to improve customer engagement and retention.

Conocimientos

CRM operations

SQL

Excel/Google Sheets

Campaign reporting

Analytics

Herramientas

WebEngage

CleverTap

MoEngage

Descripción del empleo

We are looking for someone with hands-on CRM operations experience who can execute campaigns, analyse customer behaviour, and contribute to retention initiatives.

The role will involve:

• 60% CRM Operations: Campaign planning, execution, scheduling, and monitoring.
• 20% Analytics: Analysing campaign performance, customer behaviour, and retention metrics.
• 20% Strategy: Identifying opportunities to improve customer engagement and retention.

What you'll do:

1. CRM Operations

• Plan, execute, schedule, and monitor CRM campaigns across Push Notifications, WhatsApp, and SMS.
• Work hands-on with CRM platforms such as WebEngage, CleverTap, or MoEngage.
• Ensure timely campaign execution, audience targeting, segmentation, and quality checks.
• Coordinate with category and growth teams to execute relevant customer communication initiatives.
• Monitor campaign delivery and troubleshoot execution-related issues.

2. Analytics & Reporting

• Analyse campaign performance across delivery, engagement, conversion, and revenue metrics.
• Build and maintain weekly dashboards and performance trackers.
• Analyse customer behaviour, category performance, and funnel metrics to identify opportunities.
• Use SQL to extract, analyse, and interpret customer and campaign data.
• Support customer segmentation, cohort analysis, and retention experiments.
• Identify opportunities to improve repeat purchases, customer engagement, and retention.
• Recommend improvements to customer journeys based on campaign performance and user behaviour.
• Collaborate with category and growth teams to develop relevant customer nudges.
• Independently investigate performance gaps and suggest actionable improvements.

What we're looking for:

• 1-3 years of experience in CRM operations, preferably in e-commerce, quick commerce, or consumer internet businesses.
• Hands-on experience with at least one CRM platform: WebEngage, CleverTap, or MoEngage.
• Practical experience working across at least two of these three channels: Push Notifications, WhatsApp, and SMS.
• Proficiency in SQL is mandatory, with the ability to independently write queries and analyse data.
• Strong working knowledge of Excel or Google Sheets.
• Experience with campaign reporting, dashboards, and customer segmentation.
• Strong attention to detail, execution discipline, and problem-solving skills.
• Ability to work in a fast-paced environment and manage multiple campaigns simultaneously.