The role is responsible for managing CRM strategy and execution, enhancing customer engagement and retention across multiple channels.
This position ensures users are engaged and retained through data-driven CRM journeys that drive long-term loyalty and service usage, especially in a high-growth environment like ride-hailing.
Manage end-to-end CRM lifecycle campaigns from planning to execution and optimization.
Develop and launch targeted customer journeys using segmentation and behavioral triggers
Create engaging CRM content: copywriting for push, email, and in-app messages
Monitor and analyze performance metrics (open rates, CTR, churn, etc.)
Recommend data-based solutions to improve engagement and retention
Support budget planning for CRM platforms and paid channels if needed
Operate and manage CRM tools such as CleverTap, MoEngage, or Insider
Utilize AI tools (e.g., ChatGPT, Gemini) for research and content ideation
Requirements
Bachelor&aposs degree in Marketing, Business, Communications, or related fields
2-3 years of experience in CRM, customer retention or engagement; preferably in ride-hailing, ecommerce, or digital platforms
Self-driven, detail-oriented, and comfortable working in a fast-paced environment
Solid understanding of CRM systems, segmentation logic, and user funnel dynamics
Strong analytical mindset
Experience with push, email, in-app communication
Familiarity with tools like Insider, MoEngage, or CleverTap
Proficient in generative AI tools for content & analysis
Strong writing and content development skills
Passionate about customer experience and technology-enabled services
