Lead - CRM

Lead - CRM

Description:

Key Responsibilities:

Strategy & Planning:

- Design and execute a comprehensive CRM strategy to increase retention, repeat purchase rate, and customer lifetime value (CLV).

- Develop and manage the CRM calendar aligned with marketing campaigns, product launches, and business priorities.

- Segment customers based on behavior, purchase patterns, demographics, and lifecycle stage.

Campaign Management:

- Plan, create, and execute multi-channel CRM campaigns using platforms like CleverTap, MoEngage, or WebEngage.

- Build automated customer journeys for onboarding, activation, win-back, churn prevention, and upselling.

- Test and optimize subject lines, creatives, timing, and channel mix for better engagement.

Data & Analytics:

- Work with the analytics team to monitor campaign performance against KPIs like open rate, CTR, conversion rate, and retention.

- Conduct A/B tests and share actionable insights for continuous improvement.

- Leverage customer insights to refine targeting and messaging strategies.

Cross-functional Collaboration:

- Partner with Product and Tech teams to integrate CRM campaigns into the user experience.

- Coordinate with Creative and Content teams for high-quality, on-brand communication assets.

- Work closely with Growth and Performance Marketing teams to ensure alignment between acquisition and retention strategies.

Requirements:

Experience & Skills:

- 5 to 8 years of CRM / retention marketing experience, preferably in B2C e-commerce, grocery, or quick commerce.

- Hands-on experience with leading CRM platforms (MoEngage, CleverTap, Braze, WebEngage) and familiarity with API integrations.

- Strong analytical skills and proficiency with data tools like Tableau, Excel.

- Experience in segmentation, personalization, and automation.

- Creative mindset with the ability to craft compelling messages and user journeys.

- Strong project management skills and attention to detail