Manager, CRM

4 weeks ago

pune, India Western Union Full time

Manager, CRM– Pune, India (CRM Operations and planning manager)

Are you looking to supervise a wide range of programs and projects to ensure the successful delivery of key initiatives that will transform the way Western Union engages with its consumer? Do you enjoy collaborating with stakeholders within a Consumer Engagement Management Program (CEM)? Join Western Union as a Manager CRM.

Western Union powers your pursuit.

In this unique role, you will be working as a Manager in the BST time Zone . In this role, you will manage, coordinate, and improve the intake and implementation process of the Global WU Direct Customer Communication (automated journeys and ad-hoc campaigns) to drive customer engagement, increase retention and transactions per customer (TPC). We will be looking for you to effectively track and constantly improve the Direct Customer Communication request/implementation process. Maintain necessary contact and relationship with major stakeholders, suppliers, customers, industry, and government representatives to achieve marketing objectives. 

Role Responsibilities

Advanced project management skills and proven ability to manage multiple complex priorities and projects.  General understanding of digital marketing principles  Experience in campaign/ project/ account management, preferable experience with the CRM campaigns (Email, App PNS/ IAM, web)  Proficient English, excellent Excel and Power Point Skills are required.  Solid communication skills and diplomacy  Experience working in global/multiculture teams.  Being analytical and highly organized, with attention to details 

Role Requirements

Proven 10+ years of experience in customer lifecycle management or related roles.​ Proficient knowledge in CRM​ Strong analytical skills with ability to interpret data and draw actionable insights.​ Excel and power point proficiency needed​ Excellent communication and interpersonal skills.​ Ability to work collaboratively across different departments and teams.​ Result-oriented with a focus on driving continuous improvement.​ Strong project management and organizational skills.​ Ability to adapt to changing priorities and work in a fast-paced environment.​ Knowledge of customer segmentation and targeting strategies.​ Construct clear and concise communication for stakeholders/business partners to establish clear objectives, expectations, and timelines. Maintain constant knowledge of current and upcoming projects and business development activities as they relate to resourcing. Act as point of contact for resource allocations, conflict resolution, and development of solutions in support of business goals. Resolve any issues regarding under or over allocations of current staff members. Excellent time management and organizational skills. Track project progress and adapt work as required, preparing, and presenting status reports to stakeholders and leadership team. Identify potential risks and issues, develop mitigation and contingency plans, and manage any arising project challenges. Serve as day-to-day contact for resource management across multiple competencies. Ability to lead, inspire, and motivate teams.

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Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few
(). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your India specific benefits include:

Employees Provident Fund (EPF) Gratuity Payment Public holidays Annual Leave, Sick leave, Compensatory leave, and Maternity / Paternity leave Annual Health Check up Hospitalization Insurance Coverage (Mediclaim) Group Life Insurance, Group Personal Accident Insurance Coverage, Business Travel Insurance Cab Facility Relocation Benefit

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate. 

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.

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