Hindustan Times - CRM Manager

Skills and Qualifications:

- Proven experience of 5-7 years in CRM/CLM campaign management ideally with Moengage, CleverTap or similar platforms.

- Advanced skills in Excel/Google Sheets and basic understanding of SQL, and BI tools (Tableau, Looker, Power BI) for data analysis and reporting

- Preferably 2 years in D2C / Ecommerce / OTT sectors

Key Responsibilities:

Campaign Management and Execution:

- Build, manage and optimize customer lifecycle journeys: Onboarding, Pre-expiry, Post-expiry

- Analyze customer behavior using CRM analytics/SQL/BI tools and segment data to create personalized campaigns for different cohorts

- Monitor campaign metrics, run A/B tests and experiments, analyze results, and iterate strategies to improve retention and ARPU

KPIs & Measurement:

- Own renewals %, churn reduction, CLTV uplift, ARPU, campaign ROI

- Martech/data KPIs: event accuracy, delivery accuracy, latency, personalization coverage

Budgeting & Vendor Management:

- Manage budgets for CRM/CLM campaigns, ensuring effective allocation of resources and delivering ROI-positive outcomes

- Collaborate with external vendors and partners to ensure seamless execution of campaigns and explore new tools/solutions for CRM innovation

Cross functional collaboration:

- Partner with Product and Tech teams to implement event tracking, data flows, and platform integrations that power CRM campaigns

- Work with Content and Creative teams to craft contextual, brand-aligned messages for lifecycle journeys

- Collaborate with Analytics, and Business stakeholders to align CRM initiatives with broader acquisition, retention, and revenue goals