Job purpose:CRM & Campaign Operations will be responsible for end‑to‑end execution of multi-channel campaigns across WhatsApp, Push Notifications, In-App, RCS, and future channels as introduced. The role requires hands-on expertise in campaign setup, creative coordination, journey design, customer segmentation, QA checks, and performance monitoring. This person ensures high-quality and timely campaign execution aligned with CRM strategy and business objectives. Key Responsibilities:Campaign Execution and Configuration • End-to-end setup and deployment of campaigns on CRM tools (Capillary or similar platforms). • Configure WhatsApp, Push, In-App, RCS campaigns with complete accuracy. • Create segments, set rules, design workflows, and apply logic for campaign personalization. • Maintain campaign calendars and ensure timely delivery of all communications. • Perform QA across copy, creatives, links, tracking, targeting, and final deployment. Creative Management • Coordinate with creative teams/agencies for required assets. • Prepare clear creative briefs based on campaign objectives and audience segments. • Track creative turnaround time and manage approvals Strategy Support & Journey Design • Execution & design customer journeys, lifecycle flows, and automated campaigns. • Support segmentation strategy, cohort design, and personalization logic. • Suggest improvements in campaign formats, messaging, timing, and frequency. • Working with the CRM leads to translate business goals into actionable campaigns. Performance Monitoring & Reporting • Track campaign KPIs such as delivery rate, open rate, CTR, conversions, opt‑outs. • Prepare daily/weekly/monthly performance dashboards. • Identify issues, drop-offs, and opportunities for improving performance. • Collaborate with analytics teams when needed for deeper insights. Cross-functional Collaboration • Work closely with product, tech, creative, sales, and external partners. • Ensure smooth execution of CRM initiatives across all teams. • Coordinate with CRM tool partners for technical issues and enhancements. Key Skills & requirements:• 1+ years of experience in CRM, Loyalty, Campaign Operations, or Marketing Automation. • Hands-on experience with CRM platforms such as Capillary, CleverTap, MoEngage, Web Engage, Salesforce Marketing Cloud, etc. • Experience managing multi-channel campaigns (WA, Push, In-App, RCS). • Exposure to customer journeys, lifecycle marketing, and segmentation.• Strong understanding of CRM, loyalty programs, and digital marketing fundamentals. • Good knowledge of campaign logic, user flows, and automation triggers. • Excellent coordination and communication skills. • Strong attention to detail with zero-tolerance for campaign errors. • Analytical mindset with ability to read dashboards and derive insights• Experience in B2C or consumer-facing industries.• Knowledge of basic SQL, UTM tracking, GA or attribution will be an added advantage.