Customer Relationship Management Lead

About the Company:

● Founded in 2019, zingbus is building the most trusted brand for intercity travel. Keeping reliability and safety at the core,  we are building a two-sided platform that delivers standardized journey experience for travelers and increased earnings  for our supply partners. 

● We connect 300+ cities across the country through our daily services and have served 2.5 Mn+ unique customers so far  and are aggressively working towards the fleet electrification and establishment of charging technology and  infrastructure. 

● Raised Series A from Y Combinator, InfoEdge, AdvantEdge, and other prominent investors from India and Silicon  Valley. Additionally, secured a significant investment of $9 million from bp Ventures. 

https://yourstory.com/2021/03/gurugram-startup-zingbus-takes-tech-route-intercity-bus-travel-smoother/amp 

https://www.bp.com/en_in/india/home/news/press/bp-ventures-invests-9-million-in-indias-leading-intercity-bus platform-zingbus.html 

user acquisition, engagement, retention, and reactivation

CRM Strategy & Lifecycle Ownership

• Build and execute CRM strategies across the entire user lifecycle—from onboarding to churn prevention and reactivation.
• Develop frameworks for journey orchestration across web, app, and messaging channels.

Lifecycle Campaigns & Journeys

• Design and manage high-impact automated journeys (e.g., welcome, inactivity, upsell, win-back, feedback, etc.).
• Continuously optimize flows using A/B testing and cohort-level analysis.

Multi-Channel Campaign Management

• Plan and execute personalized, data-driven campaigns across Push Notifications, Email, SMS, and WhatsApp.
• Own campaign calendars, creative briefing, execution, and post-campaign analysis.

Segmentation & Personalization

• Leverage behavioral and transactional data to build micro-segments.
• Drive personalization at scale based on user actions, platform preferences, and engagement patterns.

Tool & Tech Ownership

• Manage and optimize usage of CRM tools like CleverTap, MoEngage, WebEngage, etc.
• Define events, triggers, attributes, and user cohorts for automation and analysis.

Cross-Functional Collaboration

• Work closely with Product, Design, Growth, Analytics, and Engineering teams to align CRM strategies with overall business objectives.

Reporting & Analytics

• Monitor key lifecycle metrics like DAUs, retention, CTR, conversions, etc.
• Translate data into actionable insights to improve campaign performance and user experience.

In-Product Messaging

• Collaborate with Product and Design to enhance in-app touchpoints and convert them into CRM opportunities (e.g., nudges, modals, banners).
  

• 4-5  years of hands-on CRM or lifecycle marketing experience in a fast-paced consumer tech environment (preferably travel, mobility, or e-commerce).
• Deep understanding of user lifecycle stages, funnel analytics, and retention metrics.
• Strong command over CRM platforms like CleverTap, MoEngage, WebEngage, or similar.
• A data-driven approach—able to extract insights and translate them into impactful actions.
• Creative thinking with a growth mindset—someone who enjoys ideating and experimenting with campaigns.
• Strong communication and collaboration skills, with the ability to manage stakeholders across teams.