Customer Relationship Management Lead

Job Description

CRM Lead Role Overview: We’re looking for a CRM Lead with 3-5 years of hands-on experience in building and managing CRM systems. This role will be critical in driving user acquisition, engagement, retention, and reactivation through personalized user journeys and high-impact CRM campaigns. Key Responsibilities CRM Strategy & Lifecycle Ownership ● Build and execute CRM strategies across the entire user lifecycle—from onboarding to churn prevention and reactivation. ● Develop frameworks for journey orchestration across web, app, and messaging channels. Lifecycle Campaigns & Journeys ● Design and manage high-impact automated journeys (e.g., welcome, inactivity, upsell, win-back, feedback, etc.). ● Continuously optimize flows using A/B testing and cohort-level analysis. Multi-Channel Campaign Management ● Plan and execute personalized, data-driven campaigns across Push Notifications, Email, SMS, and WhatsApp. ● Own campaign calendars, creative briefing, execution, and post-campaign analysis. Segmentation & Personalization ● Leverage behavioral and transactional data to build micro-segments. ● Drive personalization at scale based on user actions, platform preferences, and engagement patterns. Tool & Tech Ownership ● Manage and optimize usage of CRM tools like CleverTap, MoEngage, WebEngage, etc. ● Define events, triggers, attributes, and user cohorts for automation and analysis. Cross-Functional Collaboration ● Work closely with Product, Design, Growth, Analytics, and Engineering teams to align CRM strategies with overall business objectives. Reporting & Analytics ● Monitor key lifecycle metrics like DAUs, retention, CTR, conversions, etc. ● Translate data into actionable insights to improve campaign performance and user experience. In-Product Messaging ● Collaborate with Product and Design to enhance in-app touchpoints and convert them into CRM opportunities (e.g., nudges, modals, banners). What We’re Looking For ● 3-5 years of hands-on CRM or lifecycle marketing experience in a fast-paced consumer tech environment (preferably travel, mobility, or e-commerce). ● Deep understanding of user lifecycle stages, funnel analytics, and retention metrics. ● Strong command over CRM platforms like CleverTap, MoEngage, WebEngage, or similar. ● A data-driven approach—able to extract insights and translate them into impactful actions. ● Creative thinking with a growth mindset—someone who enjoys ideating and experimenting with campaigns. ● Strong communication and collaboration skills, with the ability to manage stakeholders across teams.