Executive – Customer Experience

About this role

Executive – CRM & Customer Experience Be Wellness Location Experience Employment Type Function Gurgaon (In-office) 1–2 years Full Time CRM / Customer Experience About Be Wellness Be Wellness is a science-first supplement brand focused on building products that deliver real, measurable outcomes. In a category often driven by marketing over substance, we prioritise formulation integrity, clinically relevant ingredients, and high-compliance manufacturing. Our portfolio spans performance, recovery, sleep, hair, skin, and foundational health, and is built for consumers who take their health seriously and expect products that actually work. We are building Be Wellness as a modern omnichannel brand across D2C, marketplaces, quick commerce and offline retail, with a focus on disciplined execution, strong fundamentals and building a trusted, enduring brand in the health space. Role Overview This is a hands-on execution role within the CRM and Customer Experience team. You will be responsible for day-to-day customer communication, CRM campaign execution, WhatsApp campaigns and flows, ticket resolution and customer follow-ups. You will work closely with the CRM Manager to ensure customers receive a fast, accurate and high-quality experience. The ideal candidate is organised, comfortable speaking to customers, good with tools and data, and willing to take ownership of execution. Key Responsibilities Customer Support & Communication Handle customer queries across WhatsApp, chat, email and calls. Resolve customer issues accurately and within defined SLAs. Provide clear and helpful product guidance using approved information. Escalate complex or sensitive cases to the CRM Manager. Maintain high standards of communication, tone and accuracy. CRM & WhatsApp Campaign Execution Execute scheduled CRM campaigns across WhatsApp, email and other channels. Set up and QA WhatsApp broadcasts, automated flows and customer journeys. Support campaigns such as welcome, abandoned cart, post-purchase, replenishment, cross-sell and win-back. Ensure customer lists, segmentation, links, offers and campaign copy are accurate before launch. Track campaign performance and share key observations with the CRM Manager. Retention & Outbound Sales Support outbound campaigns designed to drive repeat purchase and reactivation. Follow up with relevant customer segments and dormant customers. Assist with subscription and replenishment initiatives. Maintain accurate records of outbound interactions and outcomes. CRM Operations & Reporting Maintain accurate customer and campaign records. Track ticket volumes, response times, resolution times and campaign results. Prepare basic daily/weekly CRM reports and dashboards. Identify recurring customer issues and flag them to the CRM Manager. Follow defined SOPs and suggest improvements where you see operational gaps. Ideal Candidate Profile 1–2 years of experience in CRM, customer support, e-commerce, telesales or a similar role. Good written and verbal communication skills. Comfortable working with WhatsApp Business, CRM tools or similar customer engagement platforms. Good working knowledge of Excel / Google Sheets. Organised, detail-oriented and comfortable with repetitive operational execution. Customer-first mindset with a strong sense of ownership. Comfortable working in a fast-paced startup environment. What We're Looking For Someone who is reliable and highly execution-oriented. Someone who communicates clearly and professionally with customers. Someone who learns tools and processes quickly. Someone who notices errors before they reach customers. Someone who wants to build a career in CRM, retention and e-commerce. What We're Not Looking For Someone who treats customer support as only a ticket-closing exercise. Someone who is uncomfortable with targets, reporting or repetitive execution. Someone who needs constant supervision to complete routine work. Someone who is unwilling to speak to customers directly when required. Why Join Be Wellness? Hands-on exposure to CRM, retention and D2C growth. Opportunity to work directly with a growing consumer brand and its customers. Learning exposure across WhatsApp, lifecycle marketing, customer experience and e-commerce. High ownership and responsibility early in your career.

Key Responsibilities

• Manage daily customer communications
• Execute CRM campaigns
• Resolve customer tickets
• Handle WhatsApp queries
• Ensure high-quality CX

Requirements

Must have

• 1–2 years of experience