CRM Tech

Job Requirements Job Description CRM Tech – Senior Executive / Assistant Manager Function CRM Grade / Level Senior Executive / Assistant Manager Reports To Manager /Functional Head – CRM Location Mumbai Experience 3 – 6 years Role Overview The CRM Tech – Senior Executive / Assistant Manager will support the CRM function on day-to-day technology coordination, working closely with the internal IT team and external vendors. The role involves executing and supporting Salesforce enhancements, assisting with AI/automation pilots, and providing hands-on support for customer-facing digital channels such as WhatsApp and the Customer App. This is an execution and coordination-focused role, working under the guidance of CRM/IT leadership. Key Responsibilities Salesforce & CRM Platform Support • Log, track, and coordinate CRM enhancement requests and issue tickets with the IT team and Salesforce implementation partner. • Assist in preparing functional requirements/user stories based on inputs from CRM business users. • Support UAT cycles – test case preparation, execution, and bug tracking for new releases and change requests. • Perform routine data checks, basic report/dashboard configuration, and user access requests within Salesforce. AI & Automation Support • Assist in documenting use cases for AI/automation initiatives within CRM and collections workflows. • Coordinate with IT and vendors during pilot testing of automation/AI tools, and track progress against timelines. • Compile data and inputs required for AI/RPA use-case evaluation and business case preparation. Digital Customer Touchpoints • Provide day-to-day support for the WhatsApp Business platform – template approvals, issue logging, and coordination with the vendor/BSP. • Support testing and rollout of new features on the Customer App, and act as first point of contact for user-reported issues. • Maintain trackers for open items, enhancement requests, and vendor SLAs across digital channels. IT Coordination & Documentation • Act as the coordination point between CRM business users and IT/vendor teams for ongoing projects. • Draft Business Requirement Documents (BRDs) capturing business needs, process flows, and functional specifications for CRM/IT initiatives. • Raise, track, and follow up on Change Requests (CRs) with IT and vendors, ensuring proper approvals, prioritization, and closure. • Attend project/sprint calls, take notes, and follow up on action items. • Maintain up-to-date documentation – process flows, requirement notes, UAT logs, and status trackers. • Prepare periodic status updates/MIS for CRM leadership on ongoing tech initiatives. Requirements • Bachelor's degree in Engineering/Computer Science/IT or related field. • 3–6 years of experience in CRM operations, IT coordination, or business analyst roles; prior exposure to Salesforce (as a user, admin, or coordinator) preferred. • Basic understanding of CRM/ERP systems, ticketing tools, and UAT processes. • Hands-on experience drafting BRDs and raising/tracking Change Requests (CRs) with IT and vendors. • Working knowledge of SAP (or exposure to SAP-CRM/finance modules) is preferred, given integration with CRM workflows. • Exposure to WhatsApp Business API or mobile app support/testing is an added advantage. • Familiarity with AI/automation concepts (chatbots, RPA) is a plus, though not mandatory. • Real estate or allied industry experience is desirable but not essential. • Good communication, documentation, and follow-up skills; comfortable coordinating across multiple stakeholders. Work Experience • Bachelor's degree in Engineering/Computer Science/IT or related field. • 3–6 years of experience in CRM operations, IT coordination, or business analyst roles; prior exposure to Salesforce (as a user, admin, or coordinator) preferred. • Basic understanding of CRM/ERP systems, ticketing tools, and UAT processes. • Hands-on experience drafting BRDs and raising/tracking Change Requests (CRs) with IT and vendors. • Working knowledge of SAP (or exposure to SAP-CRM/finance modules) is preferred, given integration with CRM workflows. • Exposure to WhatsApp Business API or mobile app support/testing is an added advantage. • Familiarity with AI/automation concepts (chatbots, RPA) is a plus, though not mandatory. • Real estate or allied industry experience is desirable but not essential. • Good communication, documentation, and follow-up skills; comfortable coordinating across multiple stakeholders. Benefits Office Perks • Office cab/shuttle • Cafeteria • Office gym Professional Support & Learning • Job and soft‑skill training • Professional degree assistance • Sponsorship for education • Rewards and recognition • Course reimbursements Financial Benefits • Mobile bill reimbursements • Performance bonus • Relocation assistance • Car lease • Loyalty discount • Employee referral program Health & Insurance • Health insurance • Life insurance Leave Entitlements • Annual leave • Maternity leave Please note - Some benefits are grade specific and may not be applicable to your grade.