Manager CRM

2 days ago

Mumbai, Maharashtra, India Seven N Half Full time US$ 90,000 - US$ 1,20,000 per year

Manager, CRM

Location: Mumbai

Role Type: Individual Contributor

Function/Sub-Function/Vertical: Marketing

Experience and Skillset:

  • Hands-on experience with MoEngage or similar platforms for journey setup, segmentation, and analytics.
  • Understanding of customer journey stages and ability to plan engagement strategies across onboarding to win back.
  • Proficient in user segmentation, with working knowledge of Excel and basic SQL for campaign insights.
  • Experience managing campaigns across Email, SMS, WhatsApp, Push, and RCS.
  • Ability to run experiments and optimize campaigns based on performance metrics.

Roles and Responsibilities:

  • Design and drive customer engagement strategies across the full lifecycle from onboarding to retention and win-back.
  • Plan, launch, and optimize targeted outbound campaigns across Email, SMS, WhatsApp, Push Notifications, and RCS.
  • Own end-to-end campaign execution using MoEngage, including Flows, Segments, and Smart Triggers.
  • Build automated, behavior-driven journeys to deliver highly personalized and timely customer communication.
  • Segment users based on behavior, demographics, and preferences to enable precision targeting.
  • Run A/B experiments to test content, timing, and channel strategies and continuously improve engagement rates.
  • Track and analyze key performance metrics on MoEngage, such as open rates, clicks, conversions, and opt-outs.
  • Monitor critical CRM KPIs including retention, churn, and customer lifetime value to influence business outcomes.
  • Collaborate with external vendors to manage timely and compliant delivery of WhatsApp and SMS campaigns.
  • Ensure adherence to all communication regulations, including opt-outs and DND compliance.
  • Build clear and actionable dashboards and reports to share CRM insights with internal teams.
  • Use Excel and basic SQL to extract campaign data and uncover performance trends.
  • Stay current with the latest MoEngage features and CRM trends to continuously improve customer experience.

Desired Skills and Experience

Educational Qualifications

  • Required: MBA in Marketing

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