CRM Executive at NINETY DEGREE STONE in Kishangarh

CRM EXECUTIVE - JOB DESCRIPTION

Position: CRM Executive

Department: Sales & Marketing

Reports To: Marketing / Sales Head

Experience: 0-3 years

Employment Type: Full-time

Location: Kishangarh, Rajasthan

POSITION OVERVIEW

The CRM Executive is responsible for managing customer relationships, improving customer engagement and supporting business growth through the effective use of CRM tools and digital marketing strategies.

KEY RESPONSIBILITIES

1. CRM Management

- Maintain and update customer databases in the CRM system.

- Ensure accurate entry of leads, customer interactions, follow-ups and sales activities.

- Track and monitor the entire customer lifecycle, from lead generation to repeat business.

- Create and manage customer segments for targeted communication.

- Prepare weekly and monthly CRM reports for management.

2. Lead Management

- Coordinate with the Sales, Marketing and Operations teams to ensure smooth lead flow.

- Assign leads to the correct sales personnel and monitor progress.

- Follow up on pending leads and ensure timely closure.

- Analyse lead performance and conversion ratios.

3. Customer Communication

- Handle customer queries, feedback and follow-up calls.

- Maintain high customer satisfaction through timely responses.

- Manage communication channels such as WhatsApp, email and SMS for customer engagement.

4. Digital Marketing

- Assist in planning and executing digital marketing campaigns.

- Manage social media pages (Facebook, Instagram, LinkedIn).

- Coordinate with external agencies for content, creatives and advertisements.

- Run basic online ads (Google / Meta) and monitor agency performance.

- Track campaign performance, website traffic and customer engagement.

- Help create promotional content such as brochures, emailers and landing pages.

5. Reporting & Analytics

- Generate CRM dashboards covering lead performance, customer retention and campaign results.

- Analyse customer data and behaviour to help improve marketing strategy.

- Identify gaps and suggest improvements in the CRM workflow.

6. Coordination

- Work closely with the Sales, Marketing, IT and Management teams.

- Support digital automation initiatives to improve CRM processes.

- Train team members on CRM usage.

REQUIRED SKILLS

- Working understanding of CRM platforms (Zoho, HubSpot, Salesforce).

- Basic knowledge of digital marketing tools (Google Ads, Meta / Facebook Ads Manager).

- Strong communication and customer-handling skills.

- Ability to generate reports and analyse data.

- Proficiency in MS Excel, PowerPoint and analytics tools.

- Creative mindset for marketing content planning.

QUALIFICATIONS

- Bachelor's degree in Marketing, IT, Business Administration or a related field.

- 0-3 years of relevant experience in a CRM or customer-facing role; freshers with strong aptitude may be considered.

- Prior digital marketing experience preferred.

KEY ATTRIBUTES

- Customer-centric approach

- Problem-solving attitude

- Team player

- Organised and detail-oriented

- Quick learner of new digital tools