Associate/Senior Associate - CRM Retention

Role- Associate/ Senior Associate- CRM Retention

Location- Gurgaon

Role Overview:

We are looking for a CRM Retention AM with 1-4 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 are Looking For

• 1-4 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 approachable to extract insights and translate them into impactful actions.
• Creative thinking with a growth mindset and someone who enjoys ideating and experimenting with campaigns.
• Strong communication and collaboration skills, with the ability to manage stakeholders across teams.
• Translate data into actionable insights to improve campaign performance and user experience.