Senior Manager CRM

The CRM Lead will be responsible for defining and executing the overall CRM strategy to enhance customer engagement, maximize lifetime value, and improve retention across multiple customer segments. This role requires a blend of analytical expertise, strategic vision, and operational excellence to build a high-performing CRM function.

Key Responsibilities

1. Strategy & Leadership

● Develop and implement a comprehensive CRM strategy aligned with business goals.

● Lead the end-to-end lifecycle marketing campaigns from planning to execution.

● Drive customer segmentation, journey mapping, and personalization strategies.

● Manage CRM budgets and vendor relationships efficiently.

2. Data-Driven Decision Making

● Analyze customer data and campaign performance to generate actionable insights.

● Leverage predictive analytics and modeling to improve retention and engagement.

● Ensure robust A/B testing and continuous performance optimization.

3. Technology & Operations

● Oversee CRM platforms, tools, and marketing automation technologies.

● Ensure seamless integration of customer data across platforms and touchpoints.

● Implement best practices for campaign execution, data hygiene, and scalability.

4. Cross-Functional Collaboration

● Partner with marketing, product, analytics, and sales teams to align CRM initiatives with broader business objectives.

● Ensure consistent messaging and experience across all customer-facing functions.

5. Team Management & Development

● Build and lead a high-performing CRM team, including hiring, training, and mentoring.

● Foster a culture of innovation, agility, and customer-centricity within the team.

6. Compliance & Best Practices

● Ensure CRM practices adhere to data privacy regulations (e.g., GDPR, CCPA).

● Promote ethical data usage and transparent communication standards.

Qualifications & Skills

● Tier 1 colleges

● 7 - 10 years of experience in Retention marketing (CRM, customer lifecycle management) - brand or agency side

● Strong expertise in CRM platforms (e.g.Clevertap, Moengage)

● Deep understanding of customer segmentation, journey mapping, and marketing automation.

● Strong first-principle thinking with the ability to break down problems from scratch.

● Deep data and analytical skills – experience with marketing analytics and experimentation.

● Strategic thinker with strong problem-solving abilities.

● Experience in e-commerce is a plus.