Job Description

About V-Rich Natural Products Pvt. Ltd.

V-Rich is a fast-growing, clean-label dairy and natural products brand committed to delivering pure,

healthy, and trustworthy food products directly to consumers. With innovation and transparency at the

heart of everything we do, we're reshaping how India experiences dairy. We are expanding rapidly

and looking for passionate professionals to strengthen our customer engagement initiatives.

Role Overview:

We are seeking a dynamic and customer-focused CRM & Customer Engagement Executive to drive

meaningful interactions across all touchpoints. This role will focus on implementing automated

campaigns, nurturing leads, supporting the customer service journey, and increasing customer

retention using tools like Freshchat, WhatsApp Business, SMS, and Email platforms.

Key Responsibilities:

1. CRM Campaign Planning & Execution

Design, deploy, and manage automated campaigns for:
o New lead onboarding

o Repeat purchases & cross-sell offers

o Subscription renewals and follow-ups

o Feedback collection & customer delight

Use tools such as Freshchat, WhatsApp Business API, Interakt, Tellephant, MoEngage,
CleverTap, WebEngage, Zoho CRM, and HubSpot to run and track campaigns.

2. Customer Journey Management

Map and manage the complete customer lifecycle -- from acquisition to retention. Personalize communication flows based on customer actions, segments, and preferences. Coordinate with sales, delivery, and support teams to ensure a seamless experience.
3. Lead Conversion & Nurturing

Monitor inbound leads and initiate timely engagement through Freshchat and WhatsApp. Set up follow-up triggers for cold/warm leads and drive conversion-focused messaging. Maintain updated lead statuses in the CRM and share insights with sales teams.
4. Customer Support Integration

Collaborate with the Customer Service team to align communication and ensure consistency. Use CRM tools to support proactive issue resolution and enhance customer satisfaction. Trigger automated messages for delay notifications, service recovery, or support escalations.
5. Reporting & Optimization

Analyse performance metrics like open rate, click rate, response rate, and conversion rate. Prepare weekly and monthly reports to track KPIs and suggest campaign improvements. Conduct A/B testing on messages and timing to optimize customer engagement outcomes.
Qualifications & Skills Required:

Bachelor's degree in Marketing, Business Administration, Mass Communication, or
related field.

2 to 5 years of relevant experience in a customer-facing or marketing automation role. Hands-on experience with CRM and engagement tools such as:
o Fresh chat

o WhatsApp Business API via Interakt, Tellephant, or Gupshup

o Zoho CRM, HubSpot CRM, Salesforce

o Email marketing platforms: Mailchimp, SendGrid

o Marketing automation tools: MoEngage, CleverTap, WebEngage

Strong written and verbal communication skills in fluency in English, Telugu & Hindi Analytical thinking and a data-driven approach to campaign management. Ability to multitask and collaborate across departments.
Preferred Attributes:

Prior experience in a D2C brand, consumer tech, or FMCG environment. Customer-first mindset with strong empathy and problem-solving skills. Energetic, proactive, and self-motivated with a keen eye for detail.
Job Type: Full-time

Pay: ₹30,000.00 - ₹35,000.00 per month

Work Location: In person

Application Deadline: 15/08/2025