CX Order management

Job Description: CX (Order Management) Executive – CRM

Job Title: CX (Order Management) Executive – CRM

Location: Nariman Point Mumbai
Department: Customer Experience / CRM
Reports To: Senior CRM Manager
Employment Type: Full-Time
Experience: 2–3 Years
Salary Range: 18000 – 30000 per month

About the Role:

We are looking for a CX (Order Management) Executive to manage customer relationships ensure accurate CRM data and support retention strategies. This role requires a highly organized detail-oriented professional with strong Excel and CRM skills (Zoho preferred). The ideal candidate will work closely with operations product and sales teams to prioritize projects maintain client information and execute marketing initiatives like quarterly connects and invitations.

Key Responsibilities:

1. CRM Data Management

• Ensure client information is up-to-date in CRM tools (Zoho preferred)
• Maintain accurate organized and documented customer records
• Follow standard practices for data entry updates and cleanup
• Track customer interactions orders and follow-ups in CRM

2. Retention Strategy Support

• Support the Senior CRM Manager in defining and developing retention strategy roadmap and budget
• Help achieve targets and KPIs for customer retention and engagement
• Analyze customer data to identify trends churn risks and opportunities

3. Cross-Functional Coordination

• Work closely with operations and product managers to prioritize projects that fit business needs
• Lead regular status meetings and gather field input through regular connects with teams
• Collaborate with sales marketing and customer service teams for seamless customer experience

4. Marketing & Customer Engagement

• Manage the sending of Quarterly Connects and other marketing invitations to clients
• Coordinate email campaigns event invitations and customer engagement activities
• Track response rates and engagement metrics for marketing initiatives

5. Continuous Learning & Development

• Develop as a professional sales rep by acquiring working knowledge and selling techniques
• Remain current on new and updated information (products services industry trends)
• Stay bright and willing to learn new tools processes and best practices

Skills & Qualifications:

Education:

• Graduate in any discipline (Business Marketing or Communication preferred)
• Additional certification in CRM Customer Experience or Data Management is a plus

Experience:

• 2–3 years of experience in CRM customer experience order management or sales operations
• Experience with Zoho CRM is highly preferred
• Experience in retention strategy customer engagement or marketing coordination is a bonus

Technical Skills:

• Highly numerate with excellent proficiency in Microsoft Excel (pivot tables VLOOKUP formulas charts)
• Proficient in Zoho CRM (or similar CRM tools like Salesforce HubSpot)
• Strong data management and reporting skills
• Comfortable with email campaigns marketing tools and analytics

Soft Skills:

• Excellent organizational skills — can manage multiple projects simultaneously
• Attention to detail — accurate data entry and record-keeping
• Strong communication — verbal and written (English Hindi Marathi)
• Team collaboration — works well with operations product sales and marketing teams
• Analytical thinking — can interpret data and provide insights
• Proactive and self-motivated — takes initiative without constant supervision

What We Offer:

• Salary: 18000 – 30000 per month (based on experience and skills)
• Location: Nariman Point Mumbai (prime corporate location)
• Work Schedule: 5 days a week (Monday – Friday) Day Shift
• Growth: Opportunity to grow into Senior CRM Executive CRM Manager or Customer Experience Manager roles
• Environment: Professional collaborative work culture with learning opportunities
• Exposure: Work with senior leadership on retention strategy and customer engagement initiatives

Required Skills:

CRM management Order management advance MS Excell crm - customer relationship mgmt