CRM Communication Manager

Job Title: CRM Communications Manager

Department:

About the Role:

We are looking for a creative and data-driven CRM Communications Manager to manage and execute communication campaigns across email, SMS, WhatsApp, and in-app channels. The ideal candidate will craft engaging, targeted messages to drive customer engagement, retention, and reactivation while maintaining consistent brand voice and communication quality.

Key Responsibilities:

1. Campaign Management

• Plan, create, and execute CRM communication campaigns (SMS, WhatsApp, Email, In-App).
• Manage customer segmentation and targeting for personalized communication.
• Ensure timely delivery of campaigns aligned with marketing objectives and city-level priorities.
• Plan Life Cycle Comms for our Target Audiences across channels
• Strengthen Comms function to generate maximized output from the comms in a cost-efficient manner.

2. Content & Creative Coordination

• Write clear, concise, and impactful copies for various CRM channels.
• Work with the design team to ensure visuals and messaging align with brand tone.
• Adapt messaging as per cohorts, cities, and driver/customer segments.

3. Analytics & Reporting

• Monitor campaign performance and engagement metrics (CTR, conversion, opt-out, etc.).
• Analyze data to identify patterns, optimize content, and improve campaign efficiency.
• Share regular performance reports and actionable insights with the marketing team.

4. Coordination & Execution

• Collaborate with city teams, marketing, and tech to ensure smooth execution.
• Manage CRM tools/platforms (e.g., WebEngage, MoEngage, CleverTap, or similar).
• Maintain campaign calendars and ensure no overlaps or missed schedules.

5. Quality & Compliance

• Ensure accuracy in content, links, and delivery timing.
• Adhere to brand guidelines and communication tone.
• Ensure compliance with data privacy and DLT norms for SMS/WhatsApp.

Requirements:

• Bachelors degree in Marketing, Communications, or a related field.
• 8-10 years of experience in CRM, lifecycle marketing, or digital marketing.
• Strong copywriting and proofreading skills (in English; knowledge of Hindi is a plus).
• Familiarity with CRM tools (WebEngage, MoEngage, or similar).
• Data-oriented mindset with strong analytical and reporting skills.
• Ability to manage multiple campaigns under tight deadlines.

Preferred:

• Experience in B2C or mobility/transportation/fleet/delivery domain.
• Understanding of segmentation and user journey mapping.
• Comfortable working with multiple regional markets and Hinglish communication.

Key Attributes:

• Detail-oriented and proactive.
• Strong communication and coordination skills.
• Ability to balance creativity with execution discipline.
• Team player with a problem-solving attitude.