Own end-to-end planning, execution, and optimization of CRM campaigns across SMS, Email, and WhatsApp, scheduling sends, monitoring performance, and making real-time adjustments to hit retention and revenue targets.
Design and implement customer segmentation strategies to personalize communication and engagement across different stages of the customer lifecycle.
Develop and execute strategies to expand the reach and effectiveness of SMS, Email, and WhatsApp channels, identifying opportunities to grow subscriber base and engagement.
Drive a structured A/B testing framework across campaigns, messaging, and channel strategies, and convert learnings into repeatable optimization playbooks to improve efficiency and ROI.
Analyze customer and campaign data on an ongoing basis to derive actionable insights and recommend improvements to CRM strategy across SMS, WhatsApp, Email, and PNs.
Collaborate cross-functionally with marketing, content, product, and customer support teams to align CRM initiatives with broader business objectives.
Use Claude or ChatGPT to speed up campaign copy and content generation, and to support data analysis and insight generation from customer and campaign data.
Generate regular, detailed reports on CRM campaign performance and present findings and recommendations to the marketing team and other stakeholders.
Must Haves
Bachelor's degree in Marketing, Business, or a related field, with 3+ years of experience in CRM, retention marketing, or a related role, preferably in the D2C/Ecommerce sector.
Proven, hands-on experience independently planning and executing CRM campaigns across SMS, Email, and WhatsApp, with a track record of measurable impact on engagement or retention.
Proficiency in CRM software and marketing automation platforms (e.g., Clevertap, MoEngage, WebEngage, etc.).
Working knowledge of customer segmentation and lifecycle-based campaign design.
Strong analytical skills with the ability to independently interpret data and draw actionable insights.
Strong understanding of SMS, Email, and WhatsApp as channels, including best practices for deliverability and engagement.
Comfortable using AI tools (e.g., Claude, ChatGPT) for content generation and for data analysis.
Key Competencies
Excellent communication and interpersonal skills.
Analytical mindset with the ability to interpret data and draw actionable insights.
Ability to work collaboratively in cross-functional teams.
