Crm Associate

Job Description: CRM Associate CARS24 Australia

Location: Gurugram on-site (Remote collaboration with AU teams) || 5 day working from office

Team: CRM

Reporting To: Head of Brand & MarTech, CARS24 Australia

About the Role

CARS24 Australia is scaling its next chapter of growth across brand, performance, and customer lifecycle excellence. We are looking for a CRM Associate who can operate at the intersection of data, communication, automation, and customer behaviour.

You will work closely with our Buy, Sell, Finance and Value added services verticals, marketing automation stack, and cross-functional partners to deliver smart, contextual, and high-impact customer journeys across email, SMS, WhatsApp, and in-app channels.

This is not a "send newsletters" role.

This is for someone who understands customers, experiments with hypotheses, and builds lifecycle flows that drive trust velocity, visit frequency, conversions, and repeat engagement.

Key Responsibilities

1. CRM Campaign Execution & Automation

Execute daily/weekly CRM campaigns across email, WhatsApp, SMS, and push notifications.

Build and optimise automated journeys across the funnel:

Discovery Shortlisting Trust Gap Purchase Post-Purchase Reassurance.

Maintain campaign hygiene, ensure tone-of-voice consistency, and follow brand guidelines.

2. Data-Driven Customer Segmentation

Create and manage customer segments based on behavioural, transactional, and intent signals:

Repeated car visits

Finance eligibility checks

High-intent actions like saving a car or viewing warranty pages

Pre-purchase anxiety triggers

Continuously refine segments to reduce spam and increase relevance.

3. Insights, Reporting & Experimentation

Analyse campaign KPIs: open rates, click rates, CVR, drop-offs, app installs.

Run A/B tests on subject lines, creatives, and message sequencing.

Share weekly performance dashboards with AU teams.

4. Personalisation & Contextual Messaging

Work with AI-powered tools (internal + external) to personalise copy, creatives, and timing.

Ensure messaging stays warm, witty, and distinctly Aussie—never robotic.

5. Cross-Functional Collaboration

Work with Product, Performance Marketing, and AU Operations to align on funnel goals.

Sync with design and creative teams for assets, banners, and templates.

Work closely with finance partners for pre-approval, approvals, and offer journeys.

Required Skill Sets (Technical + Behavioural)

Technical Skills

CRM & Automation Platforms

Experience with HubSpot and Clevertap is mandatory.

Segmentation & Data Logic

Basic understanding of filters, lists, triggers, behaviour-based segmentation, scoring.

Analytics & Reporting

Ability to create dashboards, understand funnel metrics, and interpret customer behaviour. SQL and database understanding is a must.

Email/SMS/Push Execution

Hands-on experience with campaign setup, templates, testing & monitoring.

Basic HTML/CSS email designing

For editing templates and landing pages.

AI-tool familiarity

Experience with AI writing assistants, AI design tools, and automation prompts.

CRM Mindset & Soft Skills

Curiosity for customer behaviour (Why did a user revisit the same car twice? What does that mean?)

Strong written communication with ability to write clear, concise, human messaging.

High attention to detail for QA, audience selection, and scheduling.

Structured and process-driven, comfortable with workflows and dependencies.

Comfort working with Australian teams and tone, local references, humour, clarity.

Ownership mindset, you take a brief end-to-end and deliver outcomes.

Experience working for the Australian market or with Australian consumer brands.

Familiarity with AU tone, cultural nuances, customer expectations, unsubscription handling and communication styles is a significant plus.

Ideal Fit for the Role

3 - 5 years of experience in CRM/Retention/Lifecycle Marketing.

Someone who enjoys learning new tools and thrives in a fast-paced, analytical environment.

A marketer who cares about customer trust, not just sending campaigns.

Someone who can balance automation precision with a human touch.

What You'll Get at CARS24 Australia

A front-row seat to building one of Australia's most trusted used-car platforms.

A chance to work on cutting-edge MarTech and CRM pipelines built internally.

Fast growth, high visibility, and the ability to directly impact revenue.

A team that values creativity, accountability, and experimentation.