Customer Relations Executive

Job Description

Job: CRM Executive Location: NOIDA, Uttar Pradesh | Type: Full-time | Experience: 1-2 years Industry: D2C / E-commerce / Fashion Startup About Us: Lea Clothing Co. is a fast-growing D2C startup reimagining how modern consumers experience fashion online and offline. With a strong digital presence and our first flagship store launched in Delhi, we?re on a mission to build meaningful, long-term relationships with our customers. Lea is looking for a Customer Relationship Management Executive who can help the brand maintain a strong relationship with its customers by delivering exceptional customer service. Role Description This is a full-time on-site role for a Customer Relationship Management Executive. The Executive will be responsible for managing customer inquiries, building customer retention strategies, delivering a superior customer experience, and closing sales. The Executive will also be responsible for educating customers on the brand's values of sustainability and size inclusivity, and gathering customer feedback to improve the brand's products and services. Role and Responsibilities: Customer Queries Address all inbound customer queries received via Instagram DM, WhatsApp, Email, and Calls. Customer Segmentation & Journey Mapping: Define and manage audience segments based on behavior, preferences, and lifecycle stage. Create tailored communication strategies for each segment. Campaign Execution: Plan, execute, and analyze email, SMS, WhatsApp, and push notification campaigns using tools like Klaviyo, Lifecycle & Retention Programs: Drive campaigns for welcome series, abandoned cart, post-purchase engagement, win-back, loyalty and referral programs. Track and improve retention KPIs like repeat purchase rate, LTV, and churn. Data & Performance Analysis: Monitor performance metrics (open rates, CTR, conversion rates). Regularly report insights and test outcomes to optimize campaigns. Customer Feedback & Personalization: Analyze customer feedback from CRM interactions to refine messaging. Implement personalization strategies using first-party data. Tool Management: Own CRM platforms and customer databases, ensuring clean and compliant data practices (GDPR, etc.). Qualifications: 1?2 years of CRM, retention marketing, or digital marketing experience (preferably in a D2C or e-commerce brand). Strong analytical skills and problem-solving abilities Experience in customer retention and relationship management Excellent communication skills, both written and verbal Ability to deliver a superior customer experience Experience in sales and customer service Proficient in customer management software and tools Knowledge of sustainable fashion and size inclusivity is a plus Minimum of a bachelor's degree in business, marketing, or related fields Nice-to-Have: Experience working in a high-growth startup environment. Familiarity with tools like Google Analytics, Shopify, or a loyalty program platform. Exposure to fashion/lifestyle/consumer goods brand marketing. Why Join Us? Be part of a purpose-driven D2C brand shaping modern retail. Get early ownership and freedom to experiment. Work closely with the founding team and make an impact from day one.