Club Mahindra - Manager - MarTech & CRM

Opening for Manager Martech & CRM with Club Mahindra in Mumbai

Description:

Key Responsibilities:

Martech & CRM Architecture:

- Own the CRM and marketing technology stack, ensuring optimal integration between data sources, platforms, and activation layers

- Define and govern journey architecture, data flows, trigger logic, and decision frameworks

- Act as bridge between business requirements and technical implementation

- Reimagine holistic, lifecycle-based customer journeys across acquisition, onboarding, engagement, retention, and advocacy

- Own the customer journey & communication strategy for members

- Ensure all outbound and inbound communications are brand-centric, coherent, and customer-relevant

- Eliminate channel silos and conflicting messaging by creating and maintaining a single customer view

Stakeholder & Governance Leadership:

- Liaise with internal teams (marketing, product, sales, service, analytics, tech) to understand their objectives, KPIs, and constraints

- Translate diverse business goals into prioritized, governed communication strategies

Data, Optimization & Measurement:

- Leverage customer data, behavioral signals, and platform intelligence to drive personalization and optimization

- Define measurement frameworks linking journeys to business KPIs (conversion, retention, revenue, engagement)

- Continuously test, learn, and refine journeys using experimentation and performance insights

Platform Ownership & Enablement:

- Drive adoption and advanced usage of CRM and engagement platforms

- Partner with vendors and internal tech teams for upgrades, enhancements, and best practices

- Ensure scalability, compliance, and data hygiene across systems

Required Skill Set:

Core Competencies:

- Strong understanding of CRM, marketing automation and customer data platforms

- Ability to think in systems, flows, dependencies, and architectures, not just campaigns

- Deep appreciation of brand storytelling, customer context, and communication nuance

- High comfort operating in ambiguity and aligning multiple stakeholders

Technical & Platform Expertise:

- Hands-on or strategic experience with platforms like Clevertap, Sales force, MoEngage etc

Marketing & Business Acumen:

- Strong grasp of journey-based marketing, personalization, and lifecycle management

- Ability to connect marketing actions to business outcomes

- Experience working with KPIs across marketing, sales, and service functions

Collaboration & Leadership:

- Exceptional stakeholder management and communication skills

- Ability to influence without authority and align cross-functional teams

- Structured, strategic thinker with a big-picture orientation

Ideal Profile:

- 10 - 12 years of experience in CRM, Martech and growth strategy

- Experience in consumer-centric, data-rich environments (hospitality, travel, BFSI, retail)

- Proven ability to balance engineering logic with marketing creativity