Job Description

: Customer Relationship Management (CRM) Manager

Location: Kurla

Experience: 3+ Years

Department: CRM / Marketing / Customer Experience

Overview

We are seeking a dynamic and strategic CRM Manager to lead and enhance customer

engagement across all touchpoints. This role involves overseeing the CRM platform,

designing automated user journeys, optimizing customer lifecycle communication, and

improving retention. The ideal candidate is analytical, detail-oriented, and experienced in

managing CRM operations, campaigns, and automation workflows.

Key Responsibilities

1. CRM Strategy & Planning

Develop and implement CRM strategies to improve customer retention, engagement,
and lifecycle experience.

Identify key customer segments and design targeted communication plans for each
stage of the journey.

Collaborate with leadership to ensure CRM initiatives align with overall business
goals.

2. User Journey & Automation Management

Build, optimize, and manage automated workflows and user journeys for
onboarding, inquiries, transactions, renewals, and follow-ups.

Ensure all communications (Email, SMS, WhatsApp, Push Notifications) are timely,
relevant, and aligned with brand guidelines.

Continuously monitor workflow performance and implement data-driven
enhancements.

3. Team & Cross-Functional Coordination

Guide and support CRM executives or interns in executing daily tasks and campaigns.
Collaborate closely with Marketing, Sales, Product, and Customer Support teams to
gather insights and support new initiatives.

Serve as the primary point of contact for all CRM-related queries or system issues.
4. Campaign & Data Management

Oversee campaign planning, segmentation, setup, execution, and performance
tracking.

Ensure database hygiene by maintaining accurate, updated, and well-organized
customer records.

Lead A/B testing, analyze results, and drive continual campaign improvement.
5. Analytics & Reporting

Track KPIs such as engagement rates, conversions, retention metrics, and ROI.
Prepare dashboards and management reports with actionable insights.
Monitor CRM platform performance and troubleshoot automation errors promptly.
Requirements

Bachelor's degree in Marketing, Business, IT, or a related field.
3+ years of experience in CRM, customer engagement, marketing automation, or
similar roles.

Strong working knowledge of CRM platforms (Salesforce, Zoho, HubSpot, MoEngage,
WebEngage, etc.).

Excellent analytical, organizational, and communication skills.
Ability to manage multiple workflows, prioritize tasks, and meet deadlines.
Leadership capabilities and experience managing small teams or projects.
Preferred Skills

Experience in building complex user journeys and automation workflows.
Understanding of retention strategies, customer lifecycle management, and
personalization.

Familiarity with email/SMS marketing tools and customer analytics dashboards.
Job Type: Full-time

Pay: ₹800,000.00 - ₹1,500,000.00 per year

Work Location: In person