Senior CRM Executive

2 weeks ago

Bengaluru, Karnataka, India Wego Full time ₹ 20,00,000 - ₹ 25,00,000 per year

We're on a mission to help people discover the real value of travel — to inspire, to give more reasons, to make it easy — for you to go. Our company was founded back in 2005, and since then, we've imagined and created some of the most well-loved products for travelers all around the world.

Today, Wego is used by millions of people every month — people who travel for adventure, work, family, and for many other reasons. That's why we work tirelessly to make your experience of planning and booking flights, hotels, and trips as seamless as possible.

Team Description:
The Performance Marketing team drives customer acquisition, engagement, and retention across all channels by leveraging data-driven strategies and close collaboration with cross-functional teams to maximize impact and growth.

The Role:
We are looking for a highly experienced and strategic CRM professional to lead our customer relationship management efforts. The ideal candidate will have a comprehensive understanding of CRM channels and tools, a strong grasp of personalization strategies, and the ability to coordinate effectively with cross-functional teams, particularly the product team. Experience in the travel industry is a significant advantage.

What you will be working on:

  • Develop and execute a robust CRM strategy encompassing email marketing, push notifications, in-app and on-site notifications, WhatsApp, and SMS marketing

  • Design and implement onboarding and engagement journeys to enhance customer retention and lifetime value

  • Lead end-to-end campaign planning, execution, and analysis for CRM channels

  • Utilize data-driven insights to optimize campaigns for maximum impact and engagement

  • Drive personalization efforts to deliver relevant content and offers to customers

  • Develop advanced segmentation strategies to target users based on behavior, preferences, and lifecycle stages

  • Work closely with the product team to align CRM efforts with product features and user experience enhancements

  • Collaborate with analytics, design, and content teams to ensure cohesive and impactful campaigns

  • Stay up-to-date with the latest CRM technologies, trends, and best practices

  • Implement new tools and approaches to enhance CRM effectiveness

  • Establish KPIs to measure the success of CRM initiatives

  • Regularly analyze campaign performance and provide actionable insights for improvement

Core Responsibilities:

  • Lead CRM strategy development and execution across multiple channels

  • Drive customer onboarding, engagement, and retention initiatives

  • Manage personalization and segmentation strategies

  • Collaborate cross-functionally to align CRM with product and marketing objectives

  • Monitor and optimize campaign performance against KPIs

Skills and experience:

  • Proven experience (3+ years) in CRM management across multiple channels

  • Strong expertise in email marketing, push notifications, in-app/on-site notifications, WhatsApp, and SMS marketing

  • Experience with customer onboarding and engagement journeys

  • Deep understanding of personalization techniques and data-driven CRM strategies

  • Hands-on experience with CRM platforms and marketing automation tools

  • Proficiency with Microsoft Excel and BigQuery

  • Proficiency with HTML, CSS, JS, and other supporting languages for creating mailers and automating reports

  • Exceptional analytical skills with the ability to interpret data and derive actionable insights

  • Strong project management skills with the ability to handle multiple campaigns simultaneously

  • Excellent communication and leadership skills

  • Experience in the travel industry is highly preferred

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