Description:

Job Title: Manager CRM

Department: Customer Success

Location: Mumbai

Reports To: Head of Sales

Experience Required: 610 years

Job Summary:

The Manager CRM is responsible for leading the development and execution of customer relationship strategies to drive customer engagement, retention, and satisfaction.

This role will oversee CRM platforms, analyze customer data, design campaigns, and coordinate with cross-functional teams to ensure a seamless customer experience throughout the customer lifecycle.

Key Responsibilities:

CRM Strategy & Execution

- Develop and implement CRM strategies aligned with business goals to enhance customer experience and loyalty.

- Manage CRM tools/platforms (Salesforce, Zoho, HubSpot, etc.), ensuring optimal usage and data integrity.

- Segment customer data to design targeted campaigns and personalized communication strategies.

- Coordinate with Marketing, Sales, and Customer Support to drive lead nurturing, conversion, and retention initiatives.

Customer Journey & Engagement

- Map customer journeys to identify touchpoints for engagement, automation, and improvement.

- Implement and monitor customer engagement programs, loyalty schemes, and feedback mechanisms.

- Track and improve key metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Lifetime Value (CLTV).

Campaign Management

- Plan and execute CRM campaigns across email, SMS, WhatsApp, and other digital channels.

- Monitor campaign performance and suggest data-driven optimizations.

- Collaborate with design and content teams to create compelling messaging for CRM touchpoints.

Data & Insights

- Analyze customer behavior, feedback, and trends to generate actionable insights.

- Maintain high data quality, hygiene, and security standards within the CRM system.

- Prepare dashboards and reports for leadership on customer engagement and CRM effectiveness.

Team & Vendor Management

- Lead and mentor a team of CRM executives or specialists (if applicable).

- Liaise with CRM vendors or third-party consultants for system enhancements or migrations.

Required Skills & Qualifications:

- Bachelors/Masters degree in Marketing, Business Administration, or a related field.

- 6 to10 years of experience in CRM management, customer experience, or retention marketing.

- Proficiency in CRM software (Salesforce, Zoho, HubSpot, or similar platforms).

- Strong understanding of customer lifecycle management and data analytics.

- Excellent communication, project management, and cross-functional collaboration skills.

- Analytical mindset with the ability to translate data into actionable insights.