Customer Relationship Management Manager

Designation: CRM Manager

Location: Mumbai (WFO)

We are seeking a skilled and innovative CRM Manager to lead our digital communication strategy across various platforms including WhatsApp, email, and app notifications. As the Customer Engagement Manager, you will play a pivotal role in creating, optimising, and delivering engaging content to enhance customer experiences and drive brand loyalty.

Responsibilities:

• Audience Segmentation:

  Utilise customer data and segmentation strategies to tailor content to different customer segments, ensuring relevant and personalised messaging.

• Engagement Optimization:

  Continuously monitor and analyze engagement metrics to refine content strategies, improve open rates, click-through rates, and overall customer interaction.
• Ownership of customer engagement & journey across all communication platforms (PN, SMS, WA, Email, etc.)
• Strategize & execute engagement journeys basis audience segmentation & business objectives
• Design, execute and measure impact (and reiterate) campaigns (Push Notifications, WhatsApp, SMS, Email, etc.) using CRM tools like Moengage, Clevertap, etc.

• Brand Consistency:

  Maintain a consistent brand tone and messaging across all digital platforms, reinforcing the brand’s identity and values.

• Collaboration:

  Work closely with cross-functional teams, including marketing, design, and product, to align content with broader business objectives and product updates.

• A/B Testing:

  Conduct A/B testing to experiment with different content approaches, subject lines, and message formats to optimise engagement.

• Compliance:

  Ensure that all content adheres to relevant industry regulations, data privacy guidelines, and best practices.

• Stay Current:

  Keep up-to-date with industry trends, emerging technologies, and customer behaviour to adapt strategies accordingly.

• Content Strategy:

  Develop and execute a comprehensive content strategy for digital communication channels, aligning with brand voice, values, and customer preferences.

Qualifications:

• Bachelor’s degree in Marketing, Communications, or a related field (Master’s preferred).
• 2-3 years of experience in customer relationship management (CRM), or similar role.
• Proven experience in driving customer engagement strategy, with a focus on digital communication channels.
• Strong understanding of customer engagement metrics and how to interpret them for actionable insights
• Excellent written communication skills, with the ability to adapt content to different platforms and customer segments.
• Proficiency in data analysis to inform content decisions.
• Familiarity with customer relationship management (CRM) systems and marketing automation platforms.
• Creative mindset with the ability to think outside the box and drive innovation.
• Strong organisational skills and ability to manage multiple projects simultaneously.
• Knowledge of industry best practices, compliance standards, and data privacy regulations.

If you’re passionate about driving customer engagement through digital mediums, we encourage you to apply. Join our team and play a key role in shaping our brand’s communication strategy across various digital platforms.