CRM Executive- Galeries Lafayette

JOB PURPOSE:

The CRM Executive will support the execution of customer engagement initiatives across CRM channels and assist in the day-to-day management of CRM operations. The role will work closely with internal stakeholders, agency partners and the CRM team to ensure timely campaign execution, accurate reporting and a seamless customer experience.

JOB CONTEXT:

The CRM Executive supports customer engagement initiatives through the execution of CRM campaigns, promotions, reporting and customer feedback programs. The role requires coordination across Marketing, Retail, E-commerce, IT, Finance and agency partners to ensure seamless customer communication and campaign delivery.

MAJOR CHALLENGES:

• Ensuring accurate and timely campaign execution
• Coordinating across multiple stakeholders and agencies
• Maintaining customer data accuracy and integrity
• Managing multiple campaigns and deadlines simultaneously
• Converting campaign and customer data into actionable insights

KRAs:

NPS & Customer Feedback-

• Coordinate the deployment of NPS surveys.

• 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.

SKILLS & QUALIFICATIONS:

• 1–3 years of experience in CRM, Digital Marketing, Customer Marketing or Marketing Operations.

• Strong organizational and project coordination skills.

• Excellent attention to detail.

• Good analytical and reporting capabilities.

• Proficiency in Excel and PowerPoint. Should know or be willing to learn other CRM tools like Clevertap, Power BI, etc.

• Strong communication and stakeholder management skills.

• Experience working with CRM platforms or marketing automation tools is preferred