Customer Retention and CRM Growth Specialist (New Delhi)

About the Opportunity

\n

Our client operates busy automotive workshops and is looking to strengthen its customer retention systems to ensure consistent repeat bookings for MOT and servicing.

\n

The selected candidate will take ownership of reminder campaigns, CRM management, and structured follow-up activity that directly drives bookings and customer loyalty.

\n

This is a measurable, performance-driven role tied to real business outcomes.

\n

Key Responsibilities

\n

• Manage MOT and servicing reminder campaigns (Email & SMS)
• Create and optimise campaigns using Mailchimp or similar platforms
• Set up and manage WhatsApp Business customer workflows
• Maintain and update CRM/customer databases (Excel or garage management systems)
• Follow up with customers who have not booked after reminders
• Conduct outbound calls to assist customers with bookings
• Request and manage Google Reviews post-service
• Execute weekly and monthly retention campaigns
• Maintain accurate records and notes within CRM
• Track and report on retention and booking performance metrics

\n

Working Hours

\n

• Monday to Friday
• 8:30 AM – 5:30 PM UK Time (GMT)
• Approximately 2:00 PM – 11:00 PM India Time (depending on daylight saving)

\n

Compensation

\n

• INR 6,00,000 per year (or £5,000 equivalent)
• Performance-based incentives linked to retention and booking outcomes

This compensation is positioned competitively for long-term international remote employment.\n

Required Experience

\n

• 2–5 years experience in:
• Customer service
• CRM management
• Retention marketing
• Appointment coordination
• Experience making daily outbound customer calls
• Experience managing structured databases or CRM systems
• Experience creating and managing email or SMS campaigns

Automotive industry experience is advantageous but not mandatory.\n

Preferred Technical Skills

\n

• CRM or garage management systems
• Microsoft Excel or Google Sheets
• Mailchimp or similar email marketing tools
• WhatsApp Business
• SMS campaign platforms
• Google Reviews/customer feedback systems

\n

Candidate Requirements

\n

• English proficiency at C1 Advanced level
• Clear, professional communication suited to UK customers
• Comfortable handling outbound calls daily
• Strong organisational skills and attention to detail
• Quiet skilled home workspace
• Reliable high-speed internet
• Ability to maintain confidentiality and follow data protection standards

\n

Performance Measurement

\n

Success in this role will be measured by:

\n

• Repeat booking rate
• Customer retention percentage
• Customer reactivation outcomes
• Review generation rate
• Campaign-to-booking conversion

\n

Career Progression

\n

This opportunity offers structured growth into:

\n

• Customer Success Leadership
• CRM Management
• Retention Strategy Leadership