Crm Manager

Titile- CRM Manager

Location- Spaze Plazo, Sector 69, Gurugram

We are looking for a CRM Associate Manager to support the planning, execution and optimization of CRM campaigns across email, push notifications, in-app messaging and other customer communication channels.

The role will work closely with the Marketing, Product, Performance Marketing, Content and Analytics teams to drive customer engagement, repeat usage, enquiries, bookings and overall customer lifetime value.

Key Responsibilities

CRM Campaign Management

• Execute day-to-day CRM campaigns across Email, Push Notifications, SMS, WhatsApp and in-app channels.
• Set up campaigns, audience segments, communication journeys and campaign schedules.
• Ensure campaigns are delivered accurately and on time.
• Coordinate campaign requirements with creative, content and product teams.
• Maintain campaign calendars and ensure timely execution of planned activities.

Customer Segmentation

• Build and maintain customer segments based on:
• User behaviour
• Engagement and recency
• Support creation of personalized and targeted CRM campaigns.

Campaign Performance

• Track key CRM metrics including:
• Open Rate
• Click-through Rate
• Conversion Rate
• Revenue / GBV
• Unsubscribe Rate
• Engagement and retention
• Prepare regular campaign performance reports.
• Identify underperforming campaigns and suggest improvements.

Campaign Testing

• Execute A/B tests across subject lines, content, CTAs, offers, send times and audience segments.
• Document learnings and apply them to future campaigns.

CRM Operations

• Maintain CRM databases, campaign templates and audience lists.
• Ensure customer communication follows internal CRM, privacy and consent guidelines.
• Identify and escalate campaign delivery, tracking or data issues.

Required Skills & Experience

• 13 years of experience in CRM, lifecycle marketing, digital marketing or marketing automation.
• Experience with CRM/marketing automation platforms such as Emarsys, MoEngage, CleverTap or similar tools.
• Good understanding of email and push marketing.
• Strong analytical and Excel/Google Sheets skills.
• Basic understanding of customer segmentation and lifecycle marketing.
• Strong attention to detail and campaign execution discipline.
• Good written communication skills.
• Ability to work with multiple stakeholders and manage deadlines.

Preferred

• Experience in travel, e-commerce, marketplace, OTA or consumer internet businesses.
• Basic understanding of GA4, dashboards and marketing analytics.
• Familiarity with HTML/email templates is an advantage.
• Understanding of CRM funnel metrics and customer lifecycle management.