Job Description: Customer Relationship Management (CRM) Manager

Location: Kurla

Experience: 3+ Years

Department: CRM / Marketing / Customer Experience

Overview:

We are seeking a dynamic and strategic CRM Manager to lead and enhance customer engagement across all touchpoints. This role involves overseeing the CRM platform, designing automated user journeys, optimizing customer lifecycle communication, and improving retention. The ideal candidate is analytical, detail-oriented, and experienced in managing CRM operations, campaigns, and automation workflows.

Key Responsibilities:

1. CRM Strategy & Planning:

- Develop and implement CRM strategies to improve customer retention, engagement, and lifecycle experience.

- Identify key customer segments and design targeted communication plans for each stage of the journey.

- Collaborate with leadership to ensure CRM initiatives align with overall business goals.

2. User Journey & Automation Management:

- Build, optimize, and manage automated workflows and user journeys for onboarding, inquiries, transactions, renewals, and follow-ups.

- Ensure all communications (Email, SMS, WhatsApp, Push Notifications) are timely, relevant, and aligned with brand guidelines.

- Continuously monitor workflow performance and implement data-driven enhancements.

3. Team & Cross-Functional Coordination:

- Guide and support CRM executives or interns in executing daily tasks and campaigns.

- Collaborate closely with Marketing, Sales, Product, and Customer Support teams to gather insights and support new initiatives.

- Serve as the primary point of contact for all CRM-related queries or system issues.

4. Campaign & Data Management:

- Oversee campaign planning, segmentation, setup, execution, and performance tracking.

- Ensure database hygiene by maintaining accurate, updated, and well-organized customer records.

- Lead A/B testing, analyze results, and drive continual campaign improvement.

5. Analytics & Reporting:

- Track KPIs such as engagement rates, conversions, retention metrics, and ROI.

- Prepare dashboards and management reports with actionable insights.

- Monitor CRM platform performance and troubleshoot automation errors promptly.

Requirements:

- Bachelor's degree in Marketing, Business, IT, or a related field.

- 3+ years of experience in CRM, customer engagement, marketing automation, or similar roles.

- Strong working knowledge of CRM platforms (Salesforce, Zoho, HubSpot, MoEngage, WebEngage, etc.).

- Excellent analytical, organizational, and communication skills.

- Ability to manage multiple workflows, prioritize tasks, and meet deadlines.

- Leadership capabilities and experience managing small teams or projects.

Preferred Skills:

- Experience in building complex user journeys and automation workflows.

- Understanding of retention strategies, customer lifecycle management, and personalization.

- Familiarity with email/SMS marketing tools and customer analytics dashboards.