Key Job Requirements
Education
BCA
Experience Needed
Experience (3 Yrs, 6 Mths)
Gender
Both
English Requirement
Very Good
Days Of Work
10:00 AM - 7:00 PM
Work Hours
Monday - Saturday
About the CRM Manager Job
Job title: CRM (Customer Relationship Management) manager
Salary: 80k - 1L
experience:3-5 years
About the Role :-
We're looking for an experienced CRM Manager This isn't a traditional CRM role where success is measured only by building automated workflows. We want someone who obsesses over the customer's experience at every touchpoint—someone who thinks deeply about what we say, when we say it, and why it drives action. You'll design end-to-end customer journeys that convert browsers into bookers, first-time customers into loyal travellers, and inactive users into returning advocates. You'll combine behavioral insights, compelling micro-copy, experimentation, and data to create experiences that feel timely, personal, and valuable. If you're someone who notices every push notification you receive, rewrites marketing emails in your head, and believes the right message at the right moment can change customer behavior, you'll love this role.
Key Responsibilities:-
Customer Journey Design:
- Design, build, and optimize end-to-end customer lifecycle journeys across acquisition, onboarding, engagement, booking, retention, cross-sell, and win-back.
- Map customer touchpoints across multiple channels to identify friction, drop-offs, and opportunities for engagement.
- Build automated, behavior-driven journeys that deliver personalized experiences at every stage of the customer lifecycle.
- Create audience segmentation strategies based on user behavior, booking intent, engagement, demographics, and lifecycle stage
- Continuously improve journey performance using customer insights, data, and experimentation.
Content, Nudges & Copywriting:
- Own the messaging strategy across CRM channels including Push Notifications, Email, SMS, WhatsApp, and In-App Messaging.
- Write, edit, and refine high-converting micro-copy that is concise, persuasive, and aligned with the our brand.
- Design behavioral nudges using principles from psychology and behavioral economics to encourage bookings, repeat purchases, and deeper engagement.
- Collaborate with Design to create CRM communications that are visually engaging and conversion-focused.
- Maintain consistency in tone of voice while adapting messaging for different customer segments and journey stages.
- Continuously improve messaging through customer feedback, data, and experimentation.
Data, Testing & Optimization:
- Plan and execute A/B and multivariate experiments across subject lines, copy, CTAs, send times, audience segmentation, and journey logic.
- Analyze campaign performance and customer behavior to identify opportunities for optimization.
- Monitor key CRM metrics including:
○ Open Rate
○ Click-Through Rate (CTR)
○ Conversion Rate
○ Booking Rate
○ Customer Retention
○ Churn
○ Customer Lifetime Value (LTV)
○ Revenue per User
- Build Weekly, Monthly calendars, dashboards and present actionable insights to stakeholders.
- Use data to recommend improvements that directly impact customer engagement and business growth.
Cross-functional Collaboration:
- Partner closely with Product, Growth, Design, Data, and Engineering teams to deliver seamless customer experiences.
- Work with content and creative teams to ensure messaging aligns with campaigns and product launches.
- Collaborate with analytics teams to define success metrics and measure journey performance.
- Champion a customer-first mindset across the organization by advocating for thoughtful, experience-led communication.
Qualifications & Experience:-
We're looking for someone who blends analytical thinking with creative instinct.
- 3–5 years of experience in CRM, Lifecycle Marketing, Retention Marketing, or Growth Marketing.
- Proven experience designing and managing complex customer lifecycle journeys at scale.
- Strong understanding of customer segmentation, automation, personalization, and lifecycle marketing principles.
- Exceptional copywriting skills with a sharp eye for micro-copy, UX writing, and conversion-focused messaging. You care as much about the words inside a push notification as the automation behind it.
- Experience writing compelling CRM communication across Email, Push Notifications, SMS, WhatsApp, and In-App channels.
- Hands-on experience with CRM and marketing automation platforms such as CleverTap, MoEngage, WebEngage, or similar platforms.
- Strong analytical skills with experience using data to optimize customer journeys and campaign performance.
- Comfortable working with experimentation frameworks, A/B testing, and performance reporting.
- A natural curiosity about customer behavior and a passion for understanding what motivates people to act.
- Excellent collaboration and stakeholder management skills.