Marketing executive - CRM

We are looking for a proactive and customer-focused Marketing Executive to support the implementation and day-to-day management of our CRM programme. The role will help build stronger customer relationships through timely WhatsApp support, telecalling, customer feedback, and relevant follow-ups.

Responsibilities

• Support the setup, implementation, and ongoing management of the company's CRM system.
• Help organise customer data, maintain accurate records, and update interaction histories.
• Respond to customer queries received through WhatsApp and other customer service channels in a timely and professional manner.
• Make outbound calls to customers for feedback, order-related follow-ups, product enquiries, and customer engagement.
• Handle inbound calls and direct customer queries to the right internal teams when needed.
• Record complaints, suggestions, and product feedback in the CRM and ensure they are followed through to resolution.
• Coordinate with sales, e-commerce, logistics, and other teams to resolve customer issues.
• Support customer retention activities, including post-purchase follow-ups, repeat-purchase reminders, and campaign communication.
• Assist in creating and sending approved WhatsApp messages, customer updates, and service communications.
• Prepare regular reports on customer queries, complaints, response times, feedback, and call outcomes.
• Identify recurring customer concerns and share insights with the Marketing Manager and relevant teams.
• Follow company guidelines for customer communication, data handling, and brand tone.

Requirements

• Graduate in Marketing, Business Administration, Communications, or a related field.
• 1–2 years of experience in customer relationship management, customer support, telecalling, or a similar role.
• Strong spoken and written communication skills in English; Kannada and Malayalam will be an advantage.
• Comfortable speaking with customers over the phone and responding to queries through WhatsApp.
• Basic knowledge of CRM systems, spreadsheets, and customer support tools.
• Organised, patient, and attentive to detail, with a strong sense of ownership.
• Experience in FMCG, D2C, e-commerce, or consumer brands will be an advantage