CRM Executive

About the role

The CRM Executive will manage customer relationship management activities that support lead management, retention, loyalty and engagement across all business channels. Working closely with sales, marketing, digital and customer service teams, you will ensure accurate customer data, timely lead follow‑up and effective communication throughout the customer lifecycle.

Key responsibilities

• Maintain and update customer information in the CRM system, ensuring data accuracy, completeness and consistency.
• Monitor daily lead generation from showroom visits, website inquiries, social media, WhatsApp, events and call centre, allocate leads and track follow‑up.
• Identify delayed or inactive leads and coordinate corrective actions with sales teams; prepare lead conversion reports.
• Support customer segmentation and prepare targeted lists for campaigns, promotions and loyalty programmes.
• Assist in planning, testing, scheduling and deploying CRM campaigns via email, SMS, WhatsApp and automated journeys; monitor performance metrics.
• Generate regular reports on lead generation, conversion, retention, churn, campaign performance and customer satisfaction; provide insights for management.
• Develop dashboards and KPI tracking using Excel, Power BI or other reporting tools.

Required profile

• Experience in CRM data management, lead tracking and campaign execution.
• Strong analytical ability to generate insights from CRM data and produce actionable reports.
• Proven capability to work collaboratively with sales, marketing, digital and customer service teams.
• Attention to detail and ability to ensure data quality across multiple channels.

Required skills

• Excel
• Power BI
• CRM software (any commercial CRM platform)