Job Title

Designation: CRM ManagerLocation: Mumbai (WFO)We are seeking a skilled and innovative CRM Manager to lead our digital communication strategy across various platforms including WhatsApp, email, and appnotifications. As the Customer Engagement Manager, you will play a pivotal role in creating,optimising, and delivering engaging content to enhance customer experiences and drivebrand loyalty.Responsibilities:- Audience Segmentation: Utilise customer data and segmentation strategies to tailorcontent to different customer segments, ensuring relevant and personalised messaging.- Engagement Optimization: Continuously monitor and analyze engagement metrics torefine content strategies, improve open rates, click-through rates, and overall customer interaction.- Ownership of customer engagement & journey across all communication platforms(PN, SMS, WA, Email, etc.)- Strategize & execute engagement journeys basis audience segmentation & business objectives- Design, execute and measure impact (and reiterate) campaigns (Push Notifications, WhatsApp, SMS, Email, etc.) using CRM tools like Moengage, Clevertap, etc.- Brand Consistency: Maintain a consistent brand tone and messaging across all digital platforms, reinforcing the brand’s identity and values.- Collaboration: Work closely with cross-functional teams, including marketing, design, and product, to align content with broader business objectives and product updates.- A/B Testing: Conduct A/B testing to experiment with different content approaches, subject lines, and message formats to optimise engagement.- Compliance: Ensure that all content adheres to relevant industry regulations, data privacy guidelines, and best practices.- Stay Current: Keep up-to-date with industry trends, emerging technologies, and customer behaviour to adapt strategies accordingly.- Content Strategy: Develop and execute a comprehensive content strategy for digital communication channels, aligning with brand voice, values, and customer preferences.Qualifications:- Bachelor’s degree in Marketing, Communications, or a related field (Master’s preferred).- 2-3 years of experience in customer relationship management (CRM), or similar role.- Proven experience in driving customer engagement strategy, with a focus on digital communication channels.- Strong understanding of customer engagement metrics and how to interpret them for actionable insights- Excellent written communication skills, with the ability to adapt content to different platforms and customer segments.- Proficiency in data analysis to inform content decisions.- Familiarity with customer relationship management (CRM) systems and marketing automation platforms.- Creative mindset with the ability to think outside the box and drive innovation.- Strong organisational skills and ability to manage multiple projects simultaneously.- Knowledge of industry best practices, compliance standards, and data privacy regulations.If you’re passionate about driving customer engagement through digital mediums, we encourage you to apply. Join our team and play a key role in shaping our brand’s communication strategy across various digital platforms.