CRM Manager

CRM Manager – Job DescriptionJob Title

CRM Manager

Job Summary

We are looking for an experienced and results-driven CRM Manager to develop and manage customer relationship strategies, improve customer engagement, and drive customer retention and revenue growth. The CRM Manager will oversee CRM systems, customer data, segmentation, campaigns, and reporting while working closely with Sales, Marketing, Customer Support, and other teams.

Key Responsibilities

• Develop and implement CRM strategies aligned with business objectives.
• Manage and optimize the company’s CRM platform and customer database.
• Develop customer segmentation and targeted communication strategies.
• Plan, execute, and monitor email, SMS, WhatsApp, and other CRM campaigns.
• Analyze customer behavior, engagement, retention, and lifetime value.
• Create customer journeys and personalized communication campaigns.
• Monitor campaign performance and provide actionable insights.
• Improve customer acquisition, retention, conversion, and reactivation.
• Maintain accurate and up-to-date customer data within the CRM system.
• Create dashboards and regular reports on CRM performance and KPIs.
• Work closely with Sales and Marketing teams to improve lead management and conversion.
• Identify opportunities for automation and process improvement.
• Conduct A/B testing to improve campaign performance.
• Ensure compliance with data privacy and customer communication policies.
• Manage CRM-related projects, integrations, and third-party vendors when required.
• Train and support internal teams in effective CRM usage.

Key Performance Indicators (KPIs)

• Customer retention rate
• Customer lifetime value (CLV)
• Customer engagement rate
• Lead-to-customer conversion rate
• Campaign open, click-through, and conversion rates
• Repeat purchase rate
• Customer churn rate
• Revenue generated through CRM campaigns
• Database growth and data quality
• CRM automation and process efficiency

Required Qualifications

• Bachelor’s degree in Marketing, Business Administration, IT, or a related field.
• 3–7 years of experience in CRM, customer engagement, marketing automation, or a related role.
• Strong knowledge of CRM platforms and customer lifecycle management.
• Experience with email marketing, segmentation, automation, and campaign management.
• Strong analytical and reporting skills.
• Good understanding of customer journey and retention strategies.
• Excellent communication and stakeholder-management skills.

Preferred Skills

• Experience with CRM platforms such as Salesforce, HubSpot, Zoho CRM, Microsoft Dynamics, or similar systems.
• Knowledge of marketing automation tools.
• Familiarity with Google Analytics and reporting/dashboard tools.
• Basic understanding of SQL or customer data analysis is an advantage.
• Experience with A/B testing and personalization.
• Strong problem-solving and project-management abilities.

Personal Attributes

• Customer-focused mindset
• Analytical and data-driven approach
• Strong attention to detail
• Excellent communication skills
• Ability to work independently and collaboratively
• Proactive approach to identifying opportunities
• Strong organizational and time-management skills

Reporting To

Head of Marketing / Marketing Director / Chief Marketing Officer

Pay

₹30,000.00 - ₹40,000.00 per month

Benefits

• Cell phone reimbursement
• Commuter assistance
• Internet reimbursement
• Provident Fund

Work Location

In person