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Executive – CRM Operations
Job Description & How to Apply Below
This role is responsible for day-to-day CRM and Clienteling operations, ensuring seamless execution of customer communication, stability of automated journeys, and effective adoption of the Clienteling app across stores. The position acts as the operational backbone for CRM campaigns, store-led outreach, and customer data quality, directly supporting retention, conversion, and customer experience objectives.
Key Responsibilities 1. CRM Campaign Execution (MoEngage)- Execute approved CRM campaigns across Email, SMS, and Whats App using MoEngage.
- Ensure correct segmentation, consent validation, scheduling, and deployment across markets.
- Coordinate with CRM managers and marketing stakeholders to deliver campaigns on time with zero execution errors.
- Monitor and maintain always-on CRM journeys (welcome, post-purchase, reactivation, lifecycle triggers).
- Identify journey breaks, delays, or data issues and coordinate with internal tech teams or vendors for resolution.
- Support optimisation of journeys based on performance insights and business priorities.
- Manage BAU operations of the Clienteling app across stores and markets.
- Monitor store-level usage, activity, and follow-up completion.
- Support store teams and ASMs with:
- Access issues
- Basic troubleshooting
- Data capture and usage guidance
- Coordinate with the Clienteling vendor and internal IT team for issue resolution and enhancements.
- Support rollout activities, refresher trainings, and adoption tracking for new stores or users.
- Prepare CRM campaign performance reports (reach, engagement, conversions, revenue).
- Support Clienteling MIS, including:
- Active users
- Follow-ups completed
- Deliver weekly, monthly, and management-level dashboards with accurate data.
- Conduct pre- and post-campaign data validation for CRM communications.
- Support customer data hygiene across CRM and Clienteling systems (duplicates, missing attributes, consent flags).
- Flag inconsistencies impacting reporting, campaigns, or store-level outreach.
- Act as the operational SPOC for CRM and Clienteling execution.
- Coordinate with Retail, Marketing, IT, and external vendors to ensure stable operations.
- Support audits, compliance checks, and issue investigations related to customer communication and data usage.
- Hands‑on experience with MoEngage or similar CRM platforms.
- Experience managing or supporting a Clienteling app in a retail environment.
- Strong understanding of Email, SMS, Whats App, and store‑led customer engagement.
- High attention to detail with strong execution discipline.
- Proficiency in Excel and MIS reporting.
- Ability to manage BAU operations while supporting rollouts and change initiatives.
- Executive: 2–3 years of experience in CRM operations, clienteling, or marketing operations.
- Experience in retail, luxury, jewellery, or omnichannel brands preferred.
- Exposure to multi‑market GCC operations is an advantage.
- Stability and performance of automated journeys
- Clienteling app adoption and consistent store usage
- Accuracy and reliability of CRM & Clienteling MIS
- Reduced operational dependency on senior CRM manager
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