MediBuddy - CRM Lead

CRM Lead

About the Role:

We are looking for a CRM Lead who will own and scale our customer engagement strategy across the entire lifecycle - acquisition, onboarding, engagement, retention, and reactivation.

This role is ideal for someone who combines data-driven thinking, strong execution skills, and a deep understanding of customer behavior to drive meaningful business impact.

You will work closely with Product, Engineering, Marketing, Data, and Business teams to design and execute CRM journeys that improve conversion, retention, and customer lifetime value.

Key Responsibilities:

CRM Strategy & Ownership:

- Own the end-to-end CRM strategy across channels including Email, SMS, WhatsApp, Push Notifications, In-App, and IVR (if applicable)

- Define CRM roadmap aligned with business goals (growth, retention, repeat usage)

- Build customer lifecycle journeys across acquisition - activation - engagement - retention - win-back

Campaign Execution & Optimization:

- Plan, execute, and optimize CRM campaigns with clear KPIs (CTR, conversion, retention, LTV)

- Design personalized, behavior-based, and trigger-driven campaigns

- Drive A/B testing for messaging, timing, frequency, and channels

- Ensure best-in-class customer communication without spamming or fatigue

Data, Segmentation & Analytics:

- Partner with Data teams to create advanced segmentation models

- Analyze customer behavior and campaign performance to derive insights

- Build dashboards and reporting frameworks to track CRM effectiveness

- Use insights to continuously refine targeting, messaging, and journeys

Martech & Tools Ownership:

- Own and manage CRM platforms and tools (e.g., MoEngage, CleverTap, WebEngage, Salesforce, HubSpot, Braze, etc.)

- Work with Engineering teams for event tracking, integrations, and automation

- Ensure data hygiene, compliance, and scalability of CRM systems

Cross-Functional Collaboration:

- Collaborate with Product and UX teams on in-app journeys and nudges

- Work with Marketing on brand-aligned messaging and campaigns

- Partner with Customer Support and Operations to close the feedback loop

- Act as the single point of ownership for all CRM initiatives

Leadership & Process:

- Mentor and guide junior CRM executives

- Establish CRM best practices, documentation, and governance

- Drive experimentation culture within the CRM function

Must-Have Qualifications:

- 6 to 10 years of experience in CRM, Lifecycle Marketing, Growth, or Customer Engagement

- Strong hands-on experience with CRM tools like MoEngage, CleverTap, WebEngage, Braze, Salesforce, HubSpot, or similar

- Deep understanding of customer lifecycle management, segmentation, and personalization

- Strong analytical skills with experience using data to drive decisions

- Experience working in B2C, consumer tech, fintech, healthtech, e-commerce, or marketplaces

- Excellent stakeholder management and communication skills

Good-to-Have:

- Experience in healthtech, insurance, or regulated industries

- Familiarity with SQL, Mixpanel, Amplitude, or GA

- Exposure to AI-driven personalization or recommendation systems

- Prior experience scaling CRM for high-growth startups or large B2C platforms