CRM Executive-Loyalty Systems

Key Responsibilities 

1.    Manage and administer Salesforce CRM (Sales Cloud & Service Cloud) and Customer Loyalty platforms.

2.    Ensure smooth functioning of CRM and Loyalty applications across business units.

3.    Configure and maintain platform features, workflows, user access, reports, dashboards, and system parameters.

4.    Drive continuous enhancements to improve customer experience and business processes. 

Techno-Functional delivery 

1.    Gather business requirements and translate them into functional and technical solution designs.

2.    Prepare Business Requirement Documents, Functional Specifications, Solution Designs & SOPs

3.    Analyze business processes and identify opportunities for automation and process optimization. 

Project & Release Management 

1.     Lead end-to-end implementation of new CRM and Loyalty initiatives. Manage feature enhancements, production releases, UAT, deployment, and hyper-care support.

2.     Coordinate with development teams, infrastructure teams, and external vendors.

3.     Ensure projects are delivered within agreed timelines, budget, and quality standards. 

System Integrations 

1.    Manage integrations between Salesforce CRM, Loyalty Platform, POS, E-commerce, Data Warehouse (EDW) integration, Middleware (MuleSoft/API Gateway), WhatsApp, SMS, Email platforms and third-party applications.

2.    Support API integrations (REST/SOAP), middleware integrations, and batch/file-based interfaces.

3.    Monitor integration health, troubleshoot failures, and coordinate issue resolution. 

 Data Management & Reporting

1.     Manage customer master data, loyalty data, and CRM data quality.

2.     Develop reports, dashboards, KPIs, and business insights using Salesforce Reports, SQL, and Excel.

3.     Perform data analysis to support business decisions.

4.     Ensure data governance, data accuracy, and compliance with organisational standards. 

Technical Skills 

1.    Knowledge of Salesforce (Sales & Service Cloud )

2.    SQL with 4+ years of hands-on experience

3.    Integration and middleware

4.    Microsoft Excel (Advanced)

5.    REST & SOAP APIs 

Behavioral Competencies 

1.    Project planning and execution

2.    Strong ownership and accountability

3.    Cross-functional collaboration

4.    Time management and organizational skills

5.    Techno-functional mindset

6.    Ability to manage multiple priorities 

The Right Candidate 

The ideal candidate should have:

1.     5+ years of experience in CRM and Customer Loyalty application management.

2.     Strong techno-functional expertise in Salesforce CRM and Loyalty platforms.

3.     Proven experience managing end-to-end application implementations and production support.

4.     Hands-on experience with enterprise integrations involving APIs, middleware, file transfers, and third-party systems.

5.     Experience working with Sales, Marketing, Customer Service, Retail, and Digital business teams.

6.     Strong understanding of customer lifecycle management, loyalty programmes, customer engagement, and CRM processes.

7.     Ability to convert business requirements into scalable technology solutions.

8.     Experience managing multiple vendors, implementation partners, and cross-functional teams.

9.     Excellent documentation, presentation, and stakeholder communication skills.

 Education 

B.E./ B.Tech (Computer Science/Information Technology) 

MCA