CRM Manager WebEngage

About the Role

We're looking for a hands-on CRM professional who can own the entire retention and lifecycle marketing function single-handedly. This is an individual contributor role — you will plan the strategy, build the journeys, code the creatives, push the campaigns live, and report on the numbers yourself. If you like end-to-end ownership without waiting on a team, this is for you.

What You'll Do

- Design and build CRM journeys and lifecycle flows in WebEngage — onboarding, activation, cross-sell, win-back, churn prevention, cart abandonment, and transactional triggers

- Plan and execute campaigns across Email, SMS, WhatsApp, Push, and In-App/On-site channels

- Build and edit responsive HTML email templates, fix rendering issues across clients, and manage dynamic/personalised content blocks

- Own WhatsApp campaigns end-to-end: template creation, BSP submission and approval, opt-in management, and broadcast scheduling

- Create user segments and cohorts based on behaviour, RFM, and lifecycle stage

- Run A/B tests on subject lines, creatives, send times, and journey paths; iterate based on results

- Monitor deliverability, open/click/conversion rates, unsubscribes, and channel-wise ROI; share weekly performance reports

- Coordinate with design, product, and tech teams for assets, event tracking, and API/SDK integrations

Must-Have Requirements

- Hands-on working experience with WebEngage is mandatory — journey designer, segmentation, campaign setup, and analytics dashboards

- Proven experience running Email, SMS, and WhatsApp campaigns at scale

- Ability to write and edit HTML/CSS for email templates independently (no dependency on a developer for basic edits)

- Strong understanding of customer lifecycle, segmentation logic, and retention metrics

- Working knowledge of DLT registration for SMS and WhatsApp template approval guidelines

- Comfortable working autonomously, managing your own calendar, and taking full ownership of deliverables

- Good analytical skills — Excel/Google Sheets; ability to read a funnel and act on it

Good to Have

- Exposure to other CRM tools: MoEngage, CleverTap, Netcore, Braze

- Basic SQL for pulling user data

- Familiarity with email deliverability concepts (SPF, DKIM, DMARC, IP warm-up)

- Experience in E-commerce

What Success Looks Like in 90 Days

- All core lifecycle journeys live and running in WebEngage

- Channel-wise reporting cadence established

- Measurable lift in retention/repeat rate from CRM-driven campaigns

How to Apply

Share your CV at [HIDDEN TEXT] with the subject line CRM – WebEngage. Please mention your notice period and include examples of journeys or campaigns you've built.