Customer Relationship Management Lead

2 weeks ago

Gurgaon, Haryana, India One Impression Full time ₹ 12,00,000 - ₹ 36,00,000 per year

About One Impression

One Impression is the #1 marketplace connecting businesses with authentic influencers and content creators. We are reshaping brand-creator collaboration and empowering creators with tools to grow, monetize, and control their work. To strengthen our demand and supply engagement, we are looking for a
CRM Lead
who can own end-to-end customer and user journeys across multiple touchpoints.

Role Overview

The CRM Lead will be responsible for
designing, executing, and optimizing user journeys and engagement campaigns
across One Impression's ecosystem. This includes demand (brands) and supply (creators) sides of the marketplace. The person will lead everything related to
customer engagement, automation, integrations, and broadcasting
, ensuring seamless communication across channels like
email, WhatsApp, SMS, push notifications, and in-app messaging
.

This role is at the intersection of
growth, product, and marketing
, driving user activation, retention, and long-term engagement through data-driven CRM strategies.

Key Responsibilities

User Journey Ownership

  • Define, map, and optimize CRM-driven user journeys across demand (brands) and supply (creators).
  • Build automated flows for onboarding, activation, retention, and reactivation.

Campaign Management & Execution

  • Plan, execute, and analyze lifecycle campaigns across
    WhatsApp, email, SMS, push notifications, and in-app messages
    .
  • Manage segmentation, personalization, and A/B testing to drive higher engagement and conversion.

Technology & Integrations

  • Manage integrations with platforms like
    Meta, Facebook, WhatsApp Business API
    , and other third-party engagement tools.
  • Collaborate with product and engineering teams to integrate CRM workflows into the app and dashboards.

Content & Communication

  • Partner with content and design teams to create effective communication for lifecycle campaigns.
  • Ensure messaging is consistent, personalized, and aligned with brand voice.

Analytics & Optimization

  • Track KPIs such as open rates, CTRs, activation %, conversion %, and churn reduction.
  • Build dashboards and reports to measure campaign effectiveness and identify opportunities for improvement.

Cross-Functional Collaboration

  • Work closely with
    marketing, product, and operations teams
    to ensure CRM initiatives align with business goals.
  • Support both
    demand-side growth (brands)
    and
    supply-side growth (creators)
    journeys.

Desired Skills & Experience

  • Proven experience (5–8 years) in CRM, lifecycle marketing, or marketing automation, ideally in a
    SaaS, marketplace, or consumer-tech environment
    .
  • Hands-on expertise with CRM and automation tools (e.g.,
    CleverTap, MoEngage, Braze, HubSpot, or equivalent
    ).
  • Strong understanding of
    customer segmentation, funnel optimization, and personalization techniques
    .
  • Familiarity with APIs and integrations for WhatsApp, Meta, and other messaging/broadcasting tools.
  • Analytical mindset with ability to interpret campaign data and make actionable recommendations.
  • Strong project management skills and ability to work cross-functionally.
  • Excellent communication skills, both written and verbal.

What We Offer

  • Opportunity to
    build CRM function 0–1
    and make a direct impact on growth.
  • A high-energy, fast-paced environment at India's #1 creator marketplace.
  • Cross-functional exposure across product, marketing, and operations.
  • Competitive salary and growth opportunities.

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