CRM Manager - Growth & Retention

Description:

Key Responsibilities:

- Plan, execute, and optimize CRM campaigns across Email, SMS, Push, and other channels.

- Use data-driven insights to segment audiences, tailor messages, and improve overall conversion rates.

Journey & Automation Strategy:

- Design end-to-end customer journeys, from onboarding to retention and reactivation.

- Leverage automation tools (e.g., CleverTap or similar) to create triggers, workflows, and personalized interactions at scale.

Creative & Content Collaboration:

- Provide creative direction and guidance to designers, copywriters, and cross-functional teams.

- Ensure high-quality, on-brand creative assets and content that resonate with target cohorts.

Strategic Partnerships & Negotiations:

- Identify, negotiate, and onboard new partners to enhance cost efficiencies and campaign reach.
- Explore strategic marketing collaborations that drive relevant traffic and brand awareness.

- Performance Analysis & Reporting:

- Monitor, analyze, and report on campaign performance at the channel and cohort level.

- Conduct A/B testing and other optimization tactics to continuously improve ROI.

Cross-functional Collaboration:

- Work with internal channel owners to set up communication journeys, upload audiences, refresh creatives, and develop comprehensive reports.

- Partner with product and UI/UX teams to influence user flows and enhance the customer experience across digital touchpoints.

Process Optimization & Automation:

- Champion CRM automation best practices to streamline workflows, improve accuracy, and scale personalized outreach.

- Keep abreast of emerging technologies and tools that can further automate and optimize CRM processes.

Requirements:

- Bachelors degree in Engineering, Marketing, Business (B.Tech/MBA preferred) or equivalent.

- 3-5 years of experience in CRM, Growth Marketing, or a similar role.

- Bonus: Experience in the Beauty category or related D2C verticals.

- Technical & Analytical Skills

- Proficiency with CRM and marketing automation platforms (e.g., CleverTap, WebEngage).

- Solid understanding of segmentation, cohort analysis, and funnel optimization.

- Familiarity with A/B testing tools and data visualization platforms.

Soft Skills & Competencies:

- Excellent communication and negotiation skills.

- Ability to multitask and prioritize in a fast-paced environment.

- Strong problem-solving mindset with a willingness to take initiative and ownership.

- Ability to collaborate with cross-functional teams and influence stakeholders at various levels.

Automation & Process Optimization:

- Experience implementing and scaling automated workflows.

- Comfortable leveraging APIs, integrations, and third-party tools to enhance CRM capabilities.