Customer Relationship Management Executive

About the job:We are looking for a CRM executive to support the execution and day-to-day operations of customer engagement and retention campaigns across multiple communication channels. The ideal candidate will have hands-on experience in CRM campaign execution, audience management, campaign QA, journey monitoring, and reporting. The role requires strong attention to detail, analytical thinking, and the ability to manage multiple campaigns simultaneously. The candidate will work closely with the retention marketing, martech, data, product, and business teams to ensure accurate, timely, and effective customer communication across two brands.

Key Responsibilities:

A. CRM campaign execution:

1. Support the end-to-end execution of CRM campaigns across multiple channels, including push notifications, email, WhatsApp, RCS, and in-app messaging

2. Set up campaigns and customer journeys based on campaign briefs and defined requirements

3. Ensure campaigns are launched accurately and within agreed timelines

4. Manage multiple campaigns simultaneously while maintaining execution quality

B. Audience management & validation:

1. Create, upload, validate, and manage campaign audiences and customer segments

2. Cross-check audience criteria against campaign requirements before campaign launch

3. Perform data validation and identify discrepancies in audience counts or customer attributes

4. Coordinate with data and martech teams to resolve audience-related issues

C. Campaign QA & quality control:

1. Conduct thorough pre-launch QA of campaign content, targeting, scheduling, links, personalization, and channel configurations

2. Validate deep links, UTM parameters, tracking tags, and campaign parameters wherever applicable

3. Ensure communication content is correctly configured across different devices and channels

4. Identify and report campaign errors before launch to minimize operational issues

D. Customer journey monitoring:

1. Monitor automated CRM journeys and campaign performance after launch

2. Track journey entry, delivery, engagement, conversion, and drop-off metrics

3. Identify failed journeys, delivery issues, or unexpected customer behavior

4. Escalate technical or platform-related issues to the appropriate teams and ensure timely resolution

E. Campaign reporting & analysis:

1. Prepare regular campaign performance reports and dashboards

2. Track key metrics such as delivery rate, open/click rate, engagement rate, conversion rate, unsubscribe/opt-out rate, campaign revenue, and customer retention

3. Maintain campaign trackers and execution reports

4. Provide basic insights and observations to the Retention Marketing Manager

F. Cross-functional coordination:

1. Coordinate with retention marketing, martech, data analytics, product, creative, and technology teams for campaign execution

2. Understand campaign briefs and translate requirements into accurate campaign setups

3. Follow up on dependencies to ensure campaigns are launched on time

4. Maintain proper documentation of campaign configurations, results, and learnings

G. Campaign operations & process improvement:

1. Support increasing campaign volumes across both brands while maintaining execution quality

2. Maintain campaign calendars, trackers, checklists, and operational documentation

3. Identify repetitive operational tasks and suggest opportunities for process improvement or automation

4. Follow defined CRM processes and quality standards to reduce campaign errorsWho can apply:Only those candidates can apply who:have minimum 1 years of experienceare from Mumbai onlySalary:₹ 3,00,000 - 5,00,000 /yearExperience:1 year(s)Deadline:[hidden]:59:59Other perks:Health InsuranceSkills required:Digital Marketing, Marketing Campaigns and Marketing AutomationOther Requirements:1. 1–3 years of experience in CRM, retention marketing, lifecycle marketing, campaign operations, digital marketing, or marketing automation2. Hands-on experience in CRM campaign execution and customer engagement platforms3. Experience working with multiple communication channels such as push, email, WhatsApp, RCS, and in-app messaging4. Understanding of audience segmentation and campaign targeting5. Strong experience in campaign QA, validation, and monitoring6. Good knowledge of Excel/Google Sheets for campaign tracking and reporting7. Basic understanding of campaign analytics and performance metrics8. Strong attention to detail and ability to identify errors before campaign launch9. Good communication and coordination skills10. Experience with WebEngage, CleverTap, MoEngage, Braze, Salesforce Marketing Cloud, or similar CRM platforms11. Basic knowledge of SQL12. Understanding of UTM parameters, deep links, and campaign attribution13. Experience with A/B testing and personalization14. Exposure to customer lifecycle, retention, or growth marketing15. Experience in fintech, banking, e-commerce, SaaS, or consumer technology will be an advantageAbout Company:Co-founded by ex-Wall Street bankers, Finvasia is amongst India's fastest-growing companies diversified in multiple industry verticals - fin-serv/fin-tech, institutional services (offers various clearing, depository, asset management, lending, and brokerage services), along with a range of technology solutions to over fourteen countries while also acting as a one-stop shop for foreign portfolio investors (FPI) who seek to invest in the Indian capital markets. The company is registered with NSE, BSE, MCX, NCDEX, AMFI, CySEC and more. Further, the company acts as a depository participant with CDSL and as a non-banking financial corporation (NBFC) after receiving approval from RBI.

Office locations: Chandigarh (India), Mumbai, Cyprus, UK, and Australia.

Responsibilities

We are looking for a CRM executive to support the execution and day-to-day operations of customer engagement and retention campaigns across multiple communication channels. The ideal candidate will have hands-on experience in CRM campaign execution, audience management, campaign QA, journey monitoring, and reporting. The role requires strong attention to detail, analytical thinking, and the ability to manage multiple campaigns simultaneously. The candidate will work closely with the retention marketing, martech, data, product, and business teams to ensure accurate, timely, and effective customer communication across two brands.

Key Responsibilities:

A. CRM campaign execution:

1. Support the end-to-end execution of CRM campaigns across multiple channels, including push notifications, email, WhatsApp, RCS, and in-app messaging

2. Set up campaigns and customer journeys based on campaign briefs and defined requirements

3. Ensure campaigns are launched accurately and within agreed timelines

4. Manage multiple campaigns simultaneously while maintaining execution quality

B. Audience management & validation:

1. Create, upload, validate, and manage campaign audiences and customer segments

2. Cross-check audience criteria against campaign requirements before campaign launch

3. Perform data validation and identify discrepancies in audience counts or customer attributes

4. Coordinate with data and martech teams to resolve audience-related issues

C. Campaign QA & quality control:

1. Conduct thorough pre-launch QA of campaign content, targeting, scheduling, links, personalization, and channel configurations

2. Validate deep links, UTM parameters, tracking tags, and campaign parameters wherever applicable

3. Ensure communication content is correctly configured across different devices and channels

4. Identify and report campaign errors before launch to minimize operational issues

D. Customer journey monitoring:

1. Monitor automated CRM journeys and campaign performance after launch

2. Track journey entry, delivery, engagement, conversion, and drop-off metrics

3. Identify failed journeys, delivery issues, or unexpected customer behavior

4. Escalate technical or platform-related issues to the appropriate teams and ensure timely resolution

E. Campaign reporting & analysis:

1. Prepare regular campaign performance reports and dashboards

2. Track key metrics such as delivery rate, open/click rate, engagement rate, conversion rate, unsubscribe/opt-out rate, campaign revenue, and customer retention

3. Maintain campaign trackers and execution reports

4. Provide basic insights and observations to the Retention Marketing Manager

F. Cross-functional coordination:

1. Coordinate with retention marketing, martech, data analytics, product, creative, and technology teams for campaign execution

2. Understand campaign briefs and translate requirements into accurate campaign setups

3. Follow up on dependencies to ensure campaigns are launched on time

4. Maintain proper documentation of campaign configurations, results, and learnings

G. Campaign operations & process improvement:

1. Support increasing campaign volumes across both brands while maintaining execution quality

2. Maintain campaign calendars, trackers, checklists, and operational documentation

3. Identify repetitive operational tasks and suggest opportunities for process improvement or automation

4. Follow defined CRM processes and quality standards to reduce campaign errors