CRM Manager

1 week ago

Andheri West Mumbai Maharashtra, India Care Plus Facility Private Limited Full time ₹ 4,80,000 - ₹ 6,00,000 per year

Role Overview:

As the CRM Manager, you will be responsible for leading the customer relationship management strategy and execution for BMW. You will develop and manage CRM initiatives to enhance customer retention, loyalty, and lifetime value while ensuring a seamless and personalized brand experience across all customer lifecycle stages.

Key Responsibilities:

  • Strategy Development: Design and implement a comprehensive CRM strategy aligned with BMW's brand, sales, and aftersales objectives.
  • Campaign Management: Plan, execute, and optimize CRM campaigns (email, SMS, push, direct mail) targeting acquisition, engagement, upsell, and retention.
  • Customer Journey Mapping: Define and enhance customer journeys, ensuring a consistent and premium experience from lead generation to post-purchase.
  • Data Analytics & Segmentation: Analyze customer data to identify trends, behaviors, and opportunities for segmentation and personalization.
  • CRM Platform Oversight: Manage CRM tools (e.g., Salesforce, Adobe Campaign, SAP CRM) to ensure data integrity, usability, and integration with other systems (DMS, website, app).
  • Loyalty Programs: Design and manage customer loyalty and referral programs to increase brand advocacy.
  • Dealer Network Support: Coordinate with dealers to ensure CRM best practices are implemented at the retail level, including lead follow-ups and customer engagement.
  • Reporting & Insights: Track KPIs (e.g., engagement, conversion, retention, NPS) and deliver actionable insights to improve performance.
  • Compliance: Ensure all CRM activities comply with GDPR, data privacy laws, and BMW Group standards.

Key Requirements:

  • Bachelor's degree in Marketing, Business, Data Analytics, or related field (Master's preferred).
  • 2+ years of experience in CRM management, ideally within the automotive or luxury sector.
  • Proficient in CRM platforms such as Salesforce, HubSpot, or Adobe Campaign.
  • Strong analytical skills with experience in customer segmentation, predictive modeling, and campaign ROI analysis.
  • Solid understanding of customer lifecycle marketing and digital marketing automation.
  • Excellent project management and cross-functional collaboration skills.
  • Experience working with premium or luxury brands is highly preferred

Job Types: Full-time, Permanent

Pay: ₹30, ₹50,000.00 per month

Benefits:

  • Cell phone reimbursement
  • Internet reimbursement
  • Provident Fund

Work Location: In person

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