Customer Service Executive

CRM Executive (Subscriptions & Customer Experience)

Company: Maiz Mexican Kitchen Location: Lower Parel, Mumbai Experience: 1–2 years Salary: ₹3–5 LPA Employment type: Full-time

ABOUT THE ROLE Maiz is looking for a customer-focused CRM Executive to fully own our subscription model, from onboarding new subscribers to keeping existing ones happy and renewing. This role is also broader than subscriptions. You'll support CRM across the business, including customer communication, feedback, retention campaigns and resolving customer issues. You'll be the voice of Maiz to our customers, so excellent English and a warm, professional communication style are essential.

KEY RESPONSIBILITIES

Subscription management (core ownership) - Own the full subscription lifecycle: onboarding, meal plan setup, pauses, modifications, renewals and cancellations. - Keep subscriber data accurate and up to date across our CRM and ordering systems. - Track renewal dates and reach out proactively to reduce churn and improve renewal rates. - Coordinate with the kitchen and delivery teams so every subscriber gets the right meal, on time. - Identify patterns in why customers pause or cancel, and suggest improvements to plans, pricing or service.

Customer relationship management (broader scope) - Handle customer queries and complaints over calls, WhatsApp, email and social media, with quick and empathetic resolution. - Run retention and re-engagement campaigns for lapsed customers through WhatsApp, SMS and email. - Collect and organise customer feedback and share insights with the kitchen, operations and marketing teams. - Support loyalty programs, referral schemes, offers and promotions. - Maintain customer segmentation (new, regular, high-value, at-risk) for targeted communication.

Reporting - Share weekly reports on active subscribers, renewals, churn, complaints and customer satisfaction. - Track key metrics such as retention rate, repeat order rate and response time.

REQUIREMENTS - 1–2 years of experience in CRM, customer success, customer support or subscription management, ideally in food, D2C, e-commerce or a consumer service business. - Excellent spoken and written English. Knowledge of Hindi and/or Marathi is a plus. - Comfortable using CRM tools, Google Sheets/Excel and WhatsApp Business. - Organised and detail-oriented, with the ability to manage many customers without letting anything slip. - A problem-solver who stays calm and polite with difficult customers. - Self-driven, with a sense of ownership over results.

GOOD TO HAVE - Experience with CRM or automation tools such as Zoho, HubSpot, Freshdesk, WATI or Interakt. - Understanding of food businesses, meal subscriptions or cloud kitchens. - Basic knowledge of retention marketing and customer lifecycle campaigns.

WHY JOIN US - Full ownership of a key revenue stream from day one. - A chance to grow with a scaling food brand. - A young, hands-on team where your ideas are heard and implemented.