CRM & Lifecycle Manager - Gaming/OTT Platform

1. End-to-end metric ownership Be fully accountable for a defined lifecycle KPI (e.g., activation, D7 retention, churn rate) - set targets, build roadmap, deliver improvements and own outcomes.2. Campaign setup & CRM operations (Clevertap / Braze / etc.) Build, configure, QA and execute campaigns and automated journeys in the CRM platform (Clevertap or equivalent) - audience selection, triggers, scheduling, tagging, and delivery monitoring.3. Segmentation & personalization Define behavioural and transactional cohorts, implement dynamic personalization rules, and maintain audience hygiene to ensure relevance and lift.4. Experimentation & optimization Design and run A/B and holdout experiments, analyse uplift, and iterate on messaging, timing and frequency to maximize impact.5. Analysis, reporting & cross-functional alignment Track and interpret campaign and funnel metrics, maintain dashboards, produce concise insights and recommendations, and coordinate with Product, Data and CX for dependencies and fixes.Key Expected Outcomes:1. Improvement in owned lifecycle metric - measurable growth in activation, retention, reactivation, or churn reduction for the assigned user cohort.2. High-quality campaign execution - error-free setup, timely delivery, and consistent hygiene across CRM journeys and automations.3. Increased user engagement & watch conversion - stronger daily/weekly active ratios and deeper content consumption.4. Data-driven optimization - regular testing and iteration leading to improved CTRs, conversions, and journey completion rates.5. Actionable insights for business teams - clear reporting and learnings that inform product and marketing decisions.Must Have Requirements:- End-to-end Lifecycle Ownership - ability to plan, execute, and measure campaigns for a defi ned metric or stage (e.g., activation, retention).- CRM Automation Expertise - hands-on execution using tools like Clevertap ,MoEngage, WebEngage- User Segmentation & Targeting - defi ning cohorts based on behaviour, subscription status, and engagement data.- Cross-channel Campaign Management - executing communication via push, WhatsApp, SMS, RCS, email, and in-app along with Spends optimization- Data Analysis & Reporting - tracking key KPIs and metrics (eg. DAU, WAU, retention %, watch conversion, churn) and deriving insights along with RCA- A/B Testing & Experimentation - Continuously ideating , setting up and evaluating experiments to improve conversion and retention.- Journey & Funnel Optimization - identifying drop-offs and improving user progression through lifecycle stages.- Copy & Creative Collaboration - working with content/design teams to ensure messaging relevance and clarity.- Stakeholder Collaboration - aligning with product, CX, Content and data teams for execution dependencies.- Ownership Mindset - accountable for end outcomes and continuously optimizing performance of the assigned metric.What will be the success metric for this role?- Improvement in owned lifecycle metric - measurable growth in activation, retention, reactivation, or churn reduction for the assigned user cohort.- High-quality campaign execution - error-free setup, timely delivery, and consistent hygiene across CRM journeys and automations.- Increased user engagement & watch conversion - stronger daily/weekly active ratios and deeper content consumption.- Data-driven optimization - regular testing and iteration leading to improved CTRs, conversions, and journey completion rates.- Actionable insights for business teams - clear reporting and learnings that inform product and marketing decisions. (ref:iimjobs.com)