CRM Executive

We are looking for a CRM Executive to join the CRM & Loyalty team at Grandiose. The role will be responsible for the day-to-day planning, execution, optimization, and reporting of CRM campaigns across key customer communication channels. The ideal candidate will be highly hands-on, data-driven, and comfortable working across CRM platforms, customer data, segmentation, campaign execution, and performance analysis. They should have a strong understanding of customer lifecycle marketing and be able to translate customer insights into targeted, personalized campaigns that drive engagement, retention, and conversion. Key Responsibilities 1. Campaign Planning & Execution Manage the end-to-end execution of day-to-day CRM campaigns across channels such as Email, WhatsApp, SMS, Push Notifications and other relevant customer touchpoints. Set up campaigns, audiences, journeys, triggers, scheduling, personalization and campaign configurations within the CRM platform. Ensure campaigns are executed accurately and on time, following agreed campaign calendars and briefs. Perform campaign QA, including audience validation, content checks, links, tracking parameters, personalization and suppression rules before deployment. Monitor campaign performance and troubleshoot execution issues where required. Support the development and optimization of automated customer journeys and lifecycle programs. 2. Cross-Functional Campaign Coordination Coordinate closely with Marketing, Creative, E-commerce, Commercial, Data and Business teams to plan and execute CRM campaigns. Translate business and marketing objectives into relevant CRM campaign requirements. Work with the Creative team to ensure campaign assets are aligned with CRM channel specifications and customer segments. Manage campaign briefs, timelines, dependencies and approvals to ensure smooth execution. Proactively identify opportunities to improve campaign effectiveness and customer engagement. 3. Customer Segmentation & Personalization Develop and implement customer segments based on customer behavior, purchase history, engagement, demographics, RFM, lifecycle stage and other relevant attributes. Demonstrate a strong understanding of micro-segmentation and identify opportunities to target customers with more relevant and contextual communication. Build and execute hyper-personalized campaigns based on customer preferences, behaviors, purchase patterns and engagement. Continuously identify opportunities to move from broad-based campaigns to more targeted, customer-centric communication. Maintain and optimize audience segments to improve campaign relevance and performance. 4. A/B Testing & Campaign Optimization Plan and execute A/B and multivariate tests across CRM campaigns. Test variables such as subject lines, offers, creatives, messaging, CTAs, send times, frequency and audience cohorts. Analyze test results and translate learnings into actionable campaign improvements. Develop a test-and-learn approach to continuously improve engagement, conversion and customer retention. 5. Campaign Reporting & Analysis Prepare regular campaign performance reports and dashboards covering key CRM KPIs. Analyze metrics such as delivery, open/read rates, click-through rates, conversion, revenue, AOV, engagement and ROI. Evaluate campaign performance by customer segment, channel, campaign type and lifecycle stage. Identify trends, opportunities and areas of improvement from campaign and customer data. Present actionable insights and recommendations to improve future campaigns. Support post-campaign analysis and contribute to monthly/quarterly CRM performance reviews 6. CRM, Database & CDP Management Develop a strong understanding of the customer database and CDP ecosystem, including customer profiles, attributes, events, transactions, behavioral data and consent. Work with Data and Technology teams to ensure customer data is accurate, usable and available for CRM activation. Understand how customer data flows between different systems and how it is used for segmentation and campaign activation. Support data quality checks, audience validation and troubleshooting of customer data or campaign-related issues. Identify opportunities to enhance the use of first-party customer data for personalization and lifecycle marketing 7. CRM Technology & Platform Management Demonstrate strong hands-on knowledge of MoEngage or similar CRM/marketing automation platforms. Build and manage campaigns, segments, workflows, journeys, triggers and personalization within the platform. Work with CRM/Technology teams on integrations, events, customer attributes and data requirements. Stay updated on CRM platform capabilities and identify new features or use cases that can improve campaign performance and automation.

Desired Candidate Profile

Required Skills & Experience 2–3 years of experience in CRM, Customer Lifecycle Marketing, Marketing Automation, Digital Marketing or a similar role. Strong hands-on experience in day-to-day CRM campaign operations and execution.