CRM Manager

CRM Strategy & Planning

• Develop and implement CRM strategies across all customer touchpoints: website, email, push notifications, in-app messaging, Viber/SMS, and other emerging channels.
• Identify and implement cross-sell, upsell, and retention strategies to maximize customer lifetime value.

Campaign Execution & Management

• Plan, execute, and measure CRM campaigns, including retention initiatives, loyalty programs, and lifecycle flows.
• Handle CRM campaign tasks such as copywriting, product/service selection, and coordinating with internal teams for digital content creation (e.g., marketing collaterals, website creatives, newsletters).
• Ensure campaigns meet defined KPIs, budgets, and timelines.

Data Analysis & Reporting

• Prepare regular performance reports and insights to measure campaign effectiveness and provide actionable recommendations for improvement.
• Conduct A/B testing and segmentation analysis to optimize engagement and conversion rates.

Stakeholder Collaboration & Training

• Work closely with internal teams (Marketing, Category Management, Customer Support) to align CRM initiatives with business goals.
• Provide training and guidance to employees on effective use of CRM tools and best practices.
• Introduce new CRM capabilities to meet emerging business needs and market trends.

Continuous Improvement & Innovation

• Stay updated on CRM trends, tools, and best practices to continually enhance the customer experience.
• Recommend and implement process improvements, automation, and innovative solutions to increase CRM efficiency and effectiveness.

Qualifications:

• 2+ Years CRM-related experience
• Has knowledge of MoEngage or any other CRM tool
• Strong understanding of CRM platforms, marketing automation tools, and customer data analytics.
• Excellent copywriting, analytical, and project management skills.
• Proven ability to manage multiple campaigns and stakeholders in a fast-paced environment.