Job Description

Job Title:

CRM Executive

Department:

Sales / Customer Experience

Reporting To:

CRM Manager / Sales Head

Location:

Office / Hybrid

Experience:

1-3 Years (Travel / Service Industry Preferred)

Job Summary

The CRM Executive is responsible for

managing leads, customer data, follow-ups, and lifecycle communication

using the CRM system. The role ensures

zero lead leakage

, timely follow-ups, accurate data entry, and smooth coordination between

sales, operations, visa, and marketing teams

.

This role is critical for

conversion improvement, customer satisfaction, and repeat business

.

Key Responsibilities1. Lead Management & Allocation

Receive leads from

Meta Ads, Google Ads, Website, WhatsApp, Agents, Walk-ins

Assign leads to sales executives as per defined rules (round-robin / priority) Track lead status:

New, Contacted, Follow-up, Converted, Lost

Ensure

100% lead acknowledgment within defined TAT

2. Follow-up & Reminder Management

Set and monitor follow-up reminders for sales team Ensure no lead remains

idle or unattended

Escalate non-actioned leads to Sales Manager Monitor daily call & follow-up compliance

3. CRM Data Accuracy & Hygiene

Maintain clean, updated customer records: Name, contact, destination, travel month, budget Update notes after every customer interaction Remove duplicates and incorrect entries Tag leads properly (Destination, Package, Source, Agent, Priority)

4. Customer Lifecycle Tracking

Track customer journey from:

Lead ? Booking ? Visa ? Operations ? Travel ? Feedback

Coordinate with:

Visa Team

for documentation status

Operations Team

for booking & travel readiness

Customer Experience Team

for post-travel feedback Ensure smooth handover between departments

5. CRM Reports & Analytics

Generate daily / weekly / monthly reports: Lead source performance Conversion ratio per executive Follow-up ageing report Lost reason analysis Share insights with Sales & Marketing teams

6. Automation & Process Support

Assist in CRM automation: WhatsApp auto-messages Email confirmations Task reminders Coordinate with tech/marketing team for CRM improvements Test new CRM features & workflows

7. Customer Communication Support

Send booking confirmations, payment reminders, and updates Ensure correct templates are used (WhatsApp / Email) Support retention campaigns: repeat trips, referrals, reviews

Required Skills & QualificationsMust-Have Skills

Experience with

CRM tools

(Rolo CRM, Zoho, Salesforce, HubSpot, or similar) Strong

Excel / Google Sheets

knowledge Good communication & coordination skills Detail-oriented and process-driven mindset

Preferred Skills

Experience in

Travel / Tours / Hospitality / Service Industry

Knowledge of lead funnels & conversion metrics Basic understanding of

digital marketing lead sources

Key Performance Indicators (KPIs)

Lead response time (TAT) Follow-up compliance % Lead-to-booking conversion support Data accuracy score Reduction in lead leakage Customer satisfaction & feedback closure

Why Join Us

Fast-growing travel brand with international operations Exposure to

sales, marketing, automation & analytics

Clear growth path:

CRM Executive ? CRM Manager ? Sales Ops Head

Performance-based incentives & learning opportunities
Job Types: Full-time, Permanent

Pay: ₹15,000.00 - ₹25,000.00 per month

Work Location: In person