CRM Officer/ CRM Executive/CRM Intern

The CRM Executive will oversee the end-to-end campaign strategy, management and execution of key CRM programs including whatsapp, SMS, email, push and in-app notifications.This role will manage the CRM strategic roadmap including content planning, testing opportunities & optimisations. The CRM Executive will be responsible for growing & maintaining mochas contactable customer base across Pan India while building revenue-driving communications & programs. This position is ideal for individuals who are customer obsessed, results oriented and have a passion for digital marketing.

Role & responsibilities

- Work closely with other marketing leads and the cross-functional team to plan out the CRM calendar each experience based on national calendar, promotional opportunities, and sales/incremental transaction goals.

- Oversee the team in briefing CRM creative. Provide guidance on ways to leverage and incorporate first party data to increase segmentation and personalisation.

- In partnership with Customer Marketing Strategy & CRM MarTech team, create relevant audiences for adhoc communications as well as identifying opportunities for behavioural campaigns. Create suppression rules to prevent fatigue and segmentation overlap. Familiarity with data science models is a plus.

- Build a CRM testing roadmap to identify various testing opportunities including but not limited to content, copy, personalised messaging, and segmentation criteria

- Develop, implement, and measure optimisation testing to drive stronger performance across all CRM channels. Work with analytics to analyse testing results. Demonstrate his/her ability to use data to uncover business opportunities. Share results broadly and continue to optimise campaigns utilising these results.

- Partner with analytics resources to appropriately track and measure the impact of all campaigns as it relates to CAV and incrementality

- Ensure accurate, timely and consistent delivery of CRM campaigns through campaign QA

- Maintain strong understanding of ecommerce, competitive trends, and consumer behaviour.

Preferred candidate profile

- Bachelors Degree in Marketing or related field

- Relevant CRM /permission-based marketing experience, with a proven track record of managing a high volume of campaigns as well as a large CRM database

- Experience managing vendor partner relationships with creative teams and marketing agencies

- Strong analytical skills, with the ability to assemble and interpret data to create summaries with business focused recommendations and insights

- Knowledge and experience with A/B & multivariant testing and measurement

- Ability to work independently and manage multiple projects under tight deadlines

- Strong collaborator with ability to partner and influence

- An entrepreneurial attitude with a desire to continually improve how we communicate with customers across all CRM touch points

Perks and benefits

Perks and benefits As per company norms

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