Job Title: CRM Manager

Location: Bengaluru (Work from Office) Reporting To: Associate Director – Retention & Product Department: Retention Level: L3 Type: Full-Time

About the Role:

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.

Share your CV at sachin.dasar@appsforbharat.com for a quick turnaround!