Manager CRM - Top Indian Digital Conglomerate

Manager, CRM

Location:

Role Type:

Function/Sub-Function/Vertical:

Experience and Skillset:

• Hands-on experience with MoEngage or similar platforms for journey setup, segmentation, and analytics.
• Understanding of customer journey stages and ability to plan engagement strategies across onboarding to win back.
• Proficient in user segmentation, with working knowledge of Excel and basic SQL for campaign insights.
• Experience managing campaigns across Email, SMS, WhatsApp, Push, and RCS.
• Ability to run experiments and optimize campaigns based on performance metrics.

Roles and Responsibilities:

• Design and drive customer engagement strategies across the full lifecycle from onboarding to retention and win-back.
• Plan, launch, and optimize targeted outbound campaigns across Email, SMS, WhatsApp, Push Notifications, and RCS.
• Own end-to-end campaign execution using MoEngage, including Flows, Segments, and Smart Triggers.
• Build automated, behavior-driven journeys to deliver highly personalized and timely customer communication.
• Segment users based on behavior, demographics, and preferences to enable precision targeting.
• Run A/B experiments to test content, timing, and channel strategies and continuously improve engagement rates.
• Track and analyze key performance metrics on MoEngage, such as open rates, clicks, conversions, and opt-outs.
• Monitor critical CRM KPIs including retention, churn, and customer lifetime value to influence business outcomes.
• Collaborate with external vendors to manage timely and compliant delivery of WhatsApp and SMS campaigns.
• Ensure adherence to all communication regulations, including opt-outs and DND compliance.
• Build clear and actionable dashboards and reports to share CRM insights with internal teams.
• Use Excel and basic SQL to extract campaign data and uncover performance trends.
• Stay current with the latest MoEngage features and CRM trends to continuously improve customer experience.

Educational Qualifications: