Senior CRM Manager/CRM Head

Sr CRM Manager

Location : Hyderabad

Exp : 8-10 yrs

Key Responsibilities :

- Leading the CRM team to achieve business targets as well as enhance consumer experience & engagement across the retention & loyalty lifecycle stages of the consumer.

- Collaborate with business development, branding, graphic design, digital/performance marketing, and tech teams to create compelling CRM content that drives appointments, walk-ins, and conversions and enhances the user experience.

- Lead the CRM content design & communication from concept to execution, ensuring all content is on-brand, educates & informs the consumer to take action towards a transaction.

- Own the user journeys on Salesforce service & marketing cloud, design & test multimedia formats to maximise engagement.

- Create Salesforce & Tableau dashboards for the senior management to easily understand the gaps in ATL, BTL & digital marketing processes & suggest improvements.

- Utilize data and customer insights to inform creative decisions and optimize visual strategies for better performance.

- Manage the calling agent team, set clear goals, and oversee project timelines to ensure deliverables are completed to the highest standard and within deadlines.

- Stay ahead of industry trends and incorporate new and innovative creative approaches and technologies into campaigns.

- Spearhead the integration of AI tools and techniques into the creative process, enhancing personalization and relevance across all customer touchpoints.

Ideal Candidate Profile :

- Bachelor's or Master's degree in technology or marketing.

- 8-10 years of hands-on experience in managing CRM, calling agents, driving engagement, retention & loyalty throughout different portions of the consumer lifecycle for brands in health care, insurance, hospitality, lifestyle, banking & other related sectors.

- Strong focus on data & synthesizing customer insights into successful marketing strategies. Strong strategy and analytics skills, with an advanced understanding of business success metrics. Strong creative sensibilities and an aptitude to always look at marketing communications through the eyes of the customer.

- Excellent verbal and written communication and presentation skills. Should be able to keep the calling agents motivated to deliver consistent results.

- An in-depth understanding of all relevant SFMC modules including Email Studio, Web Studio, Analytics Builder, Journey Builder, Automation Studio, Audience Builder, Content Builder, and creating custom dashboards.

Location & Work Days: Hyderabad (Jubilee Hills), 5 days in-office.