CRM Manager

2 weeks ago

Gurgaon, Haryana, India FREED Full time

Key Responsibilities:

CRM Management & Customer Engagement:

  • Manage and optimize FREED's CRM platform to enhance customer lifecycle management (CLM) across the entire sales cycle (pre-enrolment and post-enrollment).
  • Develop customer segmentation strategies based on behavior, lifecycle stage, and demographics.
  • Execute targeted campaigns to drive engagement, retention, and cross-sell/up-sell initiatives through channels like WhatsApp, email, SMS, push notifications, and more.
  • Implement A/B testing and optimize campaigns based on performance data.
  • Ensure data accuracy and seamless integration across platforms (e.g., app, website, sales systems).

Growth Marketing & Strategy:

  • Collaborate with marketing and product teams to design and execute growth strategies, focusing on acquisition, engagement, and retention.
  • Own product marketing and conversion optimization efforts, including positioning and messaging, to align with FREED's overall value proposition and product features.
  • Contribute to the development of go-to-market strategies for new products or feature launches, ensuring that marketing initiatives are aligned with product goals.
  • Analyze user behavior and conversion data to uncover bottlenecks and identify opportunities for growth.
  • Closely work with the performance marketing team to ensuring alignment with FREED's overall growth objectives.
  • Monitor and report on campaign performance, providing actionable insights for continuous optimization.

Retention & Churn Prevention Programs:

  • Design and implement retention programs, referral strategies, and personalized communication to boost customer retention.
  • Track the performance of retention initiatives and report on ROI and user satisfaction.
  • Work cross-functionally with product and data teams to enhance the customer journey and reduce churn.

Product Marketing Collaboration:

  • Collaborate closely with product teams to develop messaging that communicates the value of FREED's offerings to various customer segments.
  • Develop educational content and campaigns that promote product understanding and adoption among users.
  • Support product feature releases with coordinated marketing campaigns across channels (e.g., email, social media, in-app notifications).

Data Analysis & Reporting:

  • Track and report on key metrics, including CAC, LTV, payback period, CLV, engagement rates, and retention.
  • Prepare performance dashboards for leadership, highlighting key insights from growth and CRM efforts.
  • Leverage data-driven decision-making to refine communication and outreach strategies.

Collaboration & Cross-Functional Initiatives:

  • Work closely with operations, product, sales, and support teams to align CRM and growth strategies with company goals.
  • Serve as the go-to person for CRM queries and maintain consistent communication with internal stakeholders.

Qualifications:

  • 5 years of experience in growth marketing, CRM, or customer lifecycle management, ideally in a startup environment.
  • Hands-on experience with MoEngage, Mixpanel, CleverTap, and Google Analytics 4.
  • Experience in product marketing, including positioning, messaging, and go-to-market strategies.
  • Strong proficiency in Excel/Google Sheets for data analysis and reporting.
  • Deep understanding of customer segmentation, retention strategies, and lifecycle marketing.
  • Experience with A/B testing, growth experimentation, and performance marketing.
  • A self-starter mindset, with the ability to work independently and drive projects to completion in a fast-paced startup.
  • Excellent communication and project management skills, with the ability to juggle multiple priorities.

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