Customer Relationship Management Lead

🎯 Role Overview:

As CRM Channel Lead at Prosperr.io, you will own and orchestrate the end-to-end user journey via CRM platforms like MoEngage and CleverTap. This includes strategic design and hands-on execution of lifecycle programs that drive:

- B2B (FBP): Activation, monthly usage, benefit utilization, and cross-sell of Super Saver subscriptions to employee base

- B2C (Super Saver): Onboarding, product discovery, engagement, retention, and referrals across all subscription tiers (Basic, Advanced, Premium, Elite)

You will collaborate with product, brand, engineering, and data teams to personalize and optimize user journeys across lifecycle stages.

✅ Key Responsibilities:

🏢 For B2B (FBP):

• Activation

  : Design and deploy employer-level onboarding flows for employees post payroll upload

• Frequency

  : Build nudges and product communication to ensure monthly usage of reimbursements

• Utilization

  : Increase % of employees using >70% of their FBP bucket via contextual nudges

• B2B2C Cross-Sell:

  Segment high-potential employee cohorts to promote B2C Super Saver Plans via CRM workflows

• Employer Success Journey

  : Trigger milestone-based communication to HR/payroll teams showing adoption, compliance insights, and savings

👨‍💻 For B2C (Super Saver Plan):

• Onboarding Journeys

  : Implement 0–7 day flows for new users to ensure first tax upload, plan match, and ITR filing intent

• Product Discovery

  : Promote use of features like Tax Optimizer, Advance Tax planning, Salary Restructuring

• Engagement

  : Personalized nudges for quarterly tax milestones, expert session bookings, document upload, renewal

• Retention

  : Build NPS-linked renewal journeys; reactivation of dormant users via behavior-based triggers

• Referrals:

  Create automated post-benefit drip for high-NPS users; reward tracking; WhatsApp referral flows

📊 KPIs / Metrics of Success:

Activation, Utilization, Conversion, Engagement, Retention and Referral.

🧠 Skill Requirements:

• Expert in CleverTap, MoEngage, or equivalent CRM lifecycle platforms
• Strong grip on segmentation, tagging, event schema setup, journey builder, A/B testing
• Deep understanding of lifecycle funnel metrics – MAUs, churn, conversion, retention
• Experience working across B2B2C and B2C journeys
• Proficiency with copy + creative briefing and collaborating with internal brand teams
• Comfortable working closely with engineering to scope CRM logic + product triggers
• Excellent analytical skills – cohort analysis, funnel drop-offs, campaign attribution

🤝 Stakeholder Collaboration:

• Brand Team: for campaign creative briefs, video scripts, referral toolkits
• Product & Tech: for CRM event tagging, webhooks, backend sync
• Growth & Sales: to align on lead scoring, referral targets, CRM-to-sales routing
• Data & Analytics: to optimize dashboards, monitor success of experiments

📈 Tools You’ll Use:

• CRM Platforms: MoEngage, CleverTap
• Analytics: Mixpanel, GA4, Looker Studio
• Comms: Web push, Email, SMS, WhatsApp, In-app notifications
• Task Collaboration: Jira, Notion, Slack

🧾 Ideal Candidate:

• 8-10 years in CRM / lifecycle roles with proven revenue/retention impact
• Has run complex journeys across at least 2 CRM tools
• Hands-on with both drip automation and deep personalization use-cases ( N=1)
• Comfortable in startup-paced, performance-driven teams

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