Senior Executive - CRM (Technology)

Job Description

CRM Tech Senior Executive / Assistant Manager

Function

CRM

Grade / Level

Senior Executive / Assistant Manager

Reports To

Manager /Functional Head – CRM

Location

Mumbai

Experience

3 – 6 years

Role Overview

The CRM Tech – Senior Executive / Assistant Manager will support the CRM function on day-to-day technology coordination, working closely with the internal IT team and external vendors. The role involves executing and supporting Salesforce enhancements, assisting with AI/automation pilots, and providing hands-on support for customer-facing digital channels such as WhatsApp and the Customer App. This is an execution and coordination-focused role, working under the guidance of CRM/IT leadership.

Key Responsibilities

Salesforce & CRM Platform Support

•     Log, track, and coordinate CRM enhancement requests and issue tickets with the IT team and Salesforce implementation partner.
•     Assist in preparing functional requirements/user stories based on inputs from CRM business users.
•     Support UAT cycles – test case preparation, execution, and bug tracking for new releases and change requests.
•     Perform routine data checks, basic report/dashboard configuration, and user access requests within Salesforce.

AI & Automation Support

•     Assist in documenting use cases for AI/automation initiatives within CRM and collections workflows.
•     Coordinate with IT and vendors during pilot testing of automation/AI tools, and track progress against timelines.
•     Compile data and inputs required for AI/RPA use-case evaluation and business case preparation.

Digital Customer Touchpoints

•     Provide day-to-day support for the WhatsApp Business platform – template approvals, issue logging, and coordination with the vendor/BSP.
•     Support testing and rollout of new features on the Customer App, and act as first point of contact for user-reported issues.
•     Maintain trackers for open items, enhancement requests, and vendor SLAs across digital channels.

IT Coordination & Documentation

•     Act as the coordination point between CRM business users and IT/vendor teams for ongoing projects.
•     Draft Business Requirement Documents (BRDs) capturing business needs, process flows, and functional specifications for CRM/IT initiatives.
•     Raise, track, and follow up on Change Requests (CRs) with IT and vendors, ensuring proper approvals, prioritization, and closure.
•     Attend project/sprint calls, take notes, and follow up on action items.
•     Maintain up-to-date documentation – process flows, requirement notes, UAT logs, and status trackers.
•     Prepare periodic status updates/MIS for CRM leadership on ongoing tech initiatives.

Requirements

•     Bachelor's degree in Engineering/Computer Science/IT or related field.
•     3–6 years of experience in CRM operations, IT coordination, or business analyst roles; prior exposure to Salesforce (as a user, admin, or coordinator) preferred.
•     Basic understanding of CRM/ERP systems, ticketing tools, and UAT processes.
•     Hands-on experience drafting BRDs and raising/tracking Change Requests (CRs) with IT and vendors.
•     Working knowledge of SAP (or exposure to SAP-CRM/finance modules) is preferred, given integration with CRM workflows.
•     Exposure to WhatsApp Business API or mobile app support/testing is an added advantage.
•     Familiarity with AI/automation concepts (chatbots, RPA) is a plus, though not mandatory.
•     Real estate or allied industry experience is desirable but not essential.
•     Good communication, documentation, and follow-up skills; comfortable coordinating across multiple stakeholders.