Senior Manager CRM

2 weeks ago

Bengaluru, Karnataka, India Cleartrip Full time

We are looking for an experienced and dynamic CRM Manager to manage our B2C CRM strategy at Cleartrip. You will be responsible for developing, executing, and optimizing customer relationship management strategies to enhance customer engagement, retention, and conversion. You will lead a team, working closely with cross-functional teams including Marketing, Product, and Data Analytics to deliver results.

About the team

At Cleartrip, we believe in the power of technology and creativity to solve real-world challenges. If you're passionate about crafting customer-centric CRM strategies and leading teams in a high-growth environment, Cleartrip is the perfect place for you. You'll have the opportunity to make a significant impact on the customer experience and be part of a dynamic, forward-thinking team.

Key Responsibilities

  • CRM Strategy & Execution:
  • Develop and implement customer engagement strategies across all stages of the customer lifecycle, focusing on acquisition, retention, loyalty, and win-back campaigns.
  • Design and deliver personalized communications that drive customer loyalty, repeat business, and lifetime value.
  • Team Leadership & Development:
  • Manage and mentor a team of CRM professionals, ensuring alignment with business goals and ongoing development of team members.
  • Foster a collaborative and innovative environment to drive the team's performance and success.
  • Campaign Management & Optimization:
  • Plan, execute, and optimize multi-channel CRM campaigns (email, push notifications, SMS, in-app messaging) to maximize customer engagement.
  • Analyze campaign performance and implement strategies to improve response rates and conversion.
  • Data-Driven Insights:
  • Leverage customer data and behavioral insights to segment audiences and tailor communication strategies that drive customer acquisition and retention.
  • Use CleverTap for customer engagement and segmentation, and Google Analytics for tracking and analyzing user behavior to refine CRM strategies.
  • Cross-Functional Collaboration:
  • Work closely with Product, Marketing, and Data teams to align CRM efforts with the overall business and marketing objectives.
  • Collaborate with stakeholders to ensure timely execution of campaigns and to address any customer experience challenges.
  • Customer-Centric Focus:
  • Ensure a seamless and personalized experience across all touchpoints, improving the overall customer journey.
  • Understand customer pain points and proactively address them through targeted CRM initiatives.
  • Reporting & Insights:
  • Provide regular updates on CRM performance, including key metrics such as open rates, conversion rates, retention rates, and customer lifetime value (CLV).
  • Use Google Analytics and CleverTap to develop actionable insights based on data analysis, driving future CRM strategies.

To succeed in this role – you should have the following

  • 6-7 years of experience in CRM, preferably in a B2C e-commerce, travel, or tech environment.
  • Strong experience managing multi-channel CRM campaigns, with a focus on email, SMS, push notifications, and in-app messaging.
  • Proven track record of leading and mentoring teams.
  • Hands-on experience with CleverTap and Google Analytics for campaign management, customer segmentation, and performance analysis.
  • Strong analytical skills with the ability to interpret customer data and translate insights into actionable strategies.
  • Excellent communication and project management skills, with the ability to work across cross-functional teams.
  • Experience in customer segmentation, lifecycle management, and retention strategies.
  • Knowledge of customer behavior, trends, and best practices in CRM marketing.
  • Strong problem-solving abilities and a customer-centric mindset.
  • Ability to adapt to a fast-paced and changing environment.

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