Job Description

This role will be instrumental in driving customer growth, engagement, and retention through strategic CRM initiatives. Success in this role will be measured by: Uplift in lifecycle conversion rates (activation, repeat engagement, and reactivation). Efficiency and ROI improvements in communication strategies. Enhanced customer segmentation and personalization. Reduced churn through proactive retention campaigns. Data-driven insights informing broader marketing and product strategies. Key Responsibilities: Channel & Journey Strategy Own and optimize the strategy across key CRM platforms, including Push Notifications, WhatsApp, SMS, and Email. Lifecycle Journey Management Design, build, and manage automated lifecycle journeys focused on acquisition, engagement, and retention. Campaign Planning & Execution Collaborate with cross-functional teams content, design, product to plan, execute, and launch CRM campaigns effectively. Performance Analysis & Optimization Continuously monitor campaign performance, identify areas for improvement, and drive optimization strategies to improve outcomes. A/B Testing & Experimentation Develop and implement A/B testing strategies to validate assumptions and drive continuous learning and improvement. Funnel Metrics Monitoring Track and analyze key metrics across the lifecycle funnel to identify trends, drop-offs, and growth opportunities. Operational Excellence Ensure timely campaign execution, maintain platform reliability, and uphold CRM best practices. Key Deliverables: Measurable increase in customer engagement and retention rates. Improved ROI and overall performance across CRM channels. Development and maintenance of scalable , automated , and data-driven lifecycle journeys. What We re Looking For: 2+ years of experience in CRM, lifecycle marketing, or retention marketing, preferably in a fast-paced or digital-first environment. Strong understanding of CRM platforms and tools (e.g.CleverTap, MoEngage, Salesforce Marketing Cloud, Iterable, etc.). Proven track record of designing and scaling automated, multi-channel customer journeys . Hands-on experience with data segmentation, personalization, and performance reporting . Analytical mindset with the ability to interpret data, generate insights, and translate them into actionable strategies. Excellent project management skills and ability to work cross-functionally. Strong communication and collaboration skills. A test-and-learn approach with a passion for continuous improvement