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Customer Relationship Management Manager

2 months ago

Thrissur, India The Job Shop - India Full time

Designation - CRM Manager

Location - Gurgaon

Experience - 4 to 8 Years



Responsibilities

• CRM Strategy: Understand content-user affinity and build content promotion strategy i.e. plan user recommendations for acquisition & engagement through data. Pull insights from cohort behaviour and user app journey

• CRM Campaign Management: Strategize and develop automated-drip customer lifecycle

communications, convert intent into action, create measurable plan with clear goals, identify key

events, measure impact

• Consumer Insights: Create hypothesis and design experiments to unlock new levers for growth,

identifying insights through performance data and further interface with internal teams such as

design, creative, marketing and operations to action the insights derived

• Exposure to Loyalty Programs (B2C as well as B2B) is a big plus

• Platform Activities: Many of our clients already have owned platforms running in some shape and

form. The key expectation here will be to ideate on optimizing the Platform proposition for their end customers and devise personalized/customer-focused initiatives to enhance Acquisition, Engagement and Retention numbers

• Stakeholder Management: Coordinate with internal and external stakeholders, partner with the

design/creative team-agency to translate business goals into short-term and long-term campaigns.

• CRM Program Management: Define and own the program charter through CRM channels (Push

Notifications, Email, SMS, Contact Centres, Bots, Etc.) to drive user journeys across lifecycles (new,

inactive, churn etc.)


Requirements


• Bachelor’s degree in Engineering, Marketing, Communications, Advertising or related field (or with equivalent Industry experience or Academic background). PG-specialization will be a plus.

• 4 - 8 years overall experience in Strategy marketing, Loyalty programs, Growth Marketing, ECOM industries like Myntra/Flipkart/Amazon, FMCG.

• Proficiency in managing programs of scale (5-10 mn active customers and above).

• Experience in multiple CRM Tools and Platforms (Braze, Salesforce, Adobe, SAP, Netcore, Hubspot

Smartfocus, Others) in each of their core functions.

• Experience of mobile and social marketing including Apps is a must.

• Experience in Project Management for 3rd party clients or with external agencies is a plus.

• Exhibit astute commercial & industry acumen, with strong communication and relationship skills.

• Exceptional communication skills, ability to present and write well.

• Self-starter, experience with large teams, takes Ownership.

• Analytically strong, needs to be data driven, knack for experimentation and knowledge of experiment

setups (test/control, A/Bs etc.) a must have.

• Ability to work well under deadlines, pressure and to successfully meet these deadlines.

• Ability to plan/create framework for campaign planning in short TATs and work with some ambiguity

while having a strong sense of customer centricity.

• Strong project/program management skills, ability to juggle multiple work streams, extremely strong

in execution as this role will involve overseeing significant execution.