CRM Executive

Location: Madanayakanahalli, Bengaluru

Department: Sales / Customer Relations

Job Summary:

The CRM Executive will be responsible for managing customer interactions, enhancing client relationships, and ensuring seamless travel experiences through effective use of CRM tools and customer service practices. This role focuses on improving customer satisfaction, retention, and loyalty while supporting the sales and marketing teams with customer insights and data-driven strategies.

Key Responsibilities:

Manage and update customer information in the CRM system to ensure accuracy and completeness.

Handle customer inquiries, requests, and complaints via phone, email, or chat in a timely and professional manner.

Assist in designing and executing CRM campaigns for promotions, loyalty programs, and repeat bookings.

Analyze customer data to identify travel preferences, booking trends, and cross-selling opportunities.

Coordinate with sales, operations, and ticketing teams to ensure smooth customer experiences.

Track customer journey from inquiry to post-travel feedback, ensuring high service quality.

Maintain strong relationships with repeat and VIP clients to encourage loyalty and referrals.

Prepare and present CRM reports on customer engagement, retention, and campaign effectiveness.

Identify areas for process improvement in customer engagement and recommend solutions.

Stay updated on travel industry trends, competitor offerings, and customer expectations.