CRM Manager

Role: CRM Manager

Experience: 5-8 Years

Develop and execute the CRM strategy across all customer touchpoints to drive growth, retention, and revenue.

Own end-to-end CRM campaigns, from planning, segmentation, execution, A/B testing to performance reporting.

Work closely with Product, Design, Analytics, and Content teams to create personalized user journeys and automate lifecycle marketing flows.

Leverage data to identify opportunities for customer engagement across acquisition, onboarding, activation, retention, and win-back stages.

Manage CRM tools and platforms (e.g., Salesforce, HubSpot, Clevertap, Braze, etc.) to ensure optimal functionality and execution, and email tools Mailchimp, Klaviyo, preferably etc.

Analyze campaign performance and user behaviour to optimize CRM initiatives for improved ROI and KPIs (e.g., LTV, retention rate, CAC payback).

Create dynamic, data-driven content to drive conversions through behavioural targeting and personalization.

Ensure GDPR and data privacy compliance in all CRM activities.

Use CRM tools and data to segment audiences, optimising campaigns to increase retention and customer lifetime value.

Plan, execute, and test email, SMS, and push notification campaigns, analysing performance to drive engagement and conversions.

Track KPIs like retention rate, churn, and ROI, and use insights for future marketing strategies.

Work with the marketing team to align CRM efforts with business goals, and manage automation tools for efficient communication.

Education/Qualifications & Experience:

5-8 years of experience in CRM, lifecycle marketing, or marketing automation, preferably in a growth or digital-first environment preferably from an Health Care Sector, Hospitality, Retail, E-Commerce or New Age Business.

Proficiency in CRM platforms and marketing automation tools (e.g., HubSpot, Braze, Salesforce Marketing Cloud).

Strong analytical skills with experience using tools like Google Analytics, Mixpanel, Tableau, or similar.

Deep understanding of segmentation, cohort analysis, and campaign performance tracking.

Experience in A/B testing frameworks and conversion rate optimization.

Exceptional communication, project management, and cross-functional collaboration skills.