TRAVEL AND TOURISM INDUSTRY

CRM Manager
LOCATION : Gurgaon
EXPERIENCE : 3-5 yrs
EMPLOYMENT TYPE : Full time (Hybrid)

About the Business
A leading digital-rst experiential travel and tourism platform serving more than 2 million travellers
annually and operating at a 500 Cr+ revenue scale. Supported by a large partner ecosystem and a team
of 200+ professionals, the business is transforming how travellers discover, plan and book curated
experiences across India and international destinations.
The organisation believes that outstanding customer journeys are deliberately designed, continuously
improved and powered by data, creativity and empathy. Teams work with high ownership, speed and a
strong focus on measurable customer and business outcomes.
About the Role
This is not a traditional CRM role measured only by the number of automated workows built. The CRM
Manager will own the quality of the customer experience at every touchpointthinking deeply about
what is communicated, when it is communicated and why it should drive action.
The role will design end-to-end journeys that convert browsers into bookers, rst-time customers into
loyal travellers and inactive users into returning advocates. It combines behavioural insight, persuasive
micro-copy, experimentation and data to deliver communication that feels timely, personal and
valuable.
Key Responsibilies Customer Journey Design
• Design, build and optimize end-to-end customer lifecycle journeys across acquisition, onboarding,
engagement, booking, retention, cross-sell and win-back.
• Map customer touchpoints across channels to identify friction, drop-os and engagement opportunities.
• Build automated, behaviour-driven journeys that deliver personalised experiences at every lifecycle stage.
• Create audience segmentation strategies based on user behaviour, booking intent, engagement,
demographics and lifecycle stage.
• Continuously improve journey performance using customer insights,



data and experimentation.
Content, Nudges & Copywring
• Own the messaging strategy across Push Notications, Email, SMS, WhatsApp and In-App Messaging.
• Write, edit and rene concise, persuasive and conversion-focused micro-copy aligned with the brand
voice.
• Design behavioural nudges using psychology and behavioural economics to encourage bookings, repeat
purchases and deeper engagement.
• Collaborate with Design to create visually engaging, conversion-focused CRM communication.
• Maintain a consistent tone of voice while adapting messaging for dierent segments and journey stages.
• Improve messaging continuously through customer feedback, performance data and experimentation.
Data, Tesng & Op¢miza¢on
• Plan and execute A/B and multivariate tests across subject lines, copy, CTAs, send times, audience
segments and journey logic.
Digital Growth & Customer Experience OpportunitiesDigital Growth & Customer Experience Opportunities

• Analyse campaign performance and customer behaviour to identify optimization opportunities.
• Monitor Open Rate, CTR, Conversion Rate, Booking Rate, Retention, Churn, Customer Lifetime Value and
Revenue per User.
• Build weekly and monthly CRM calendars and dashboards; present clear, actionable insights to
stakeholders.
• Recommend improvements that directly inuence customer engagement and business growth.
Cross-functonal Collaboraton
• Partner with Product, Growth, Design, Data and Engineering to deliver seamless customer experiences.




• Work with Content and Creative teams to align communication with campaigns and product launches.
• Collaborate with Analytics to dene success metrics and measure journey performance.
• Champion a customer-rst mindset and advocate thoughtful, experience-led communication across the
organisation.
Qualicatons & Experience
• 35 years of experience in CRM, Lifecycle Marketing, Retention Marketing or Growth Marketing.
• Proven experience designing and managing complex lifecycle journeys at scale.
• Strong understanding of segmentation, automation, personalisation and lifecycle marketing principles.
• Exceptional micro-copy, UX-writing and conversion-focused copywriting skills across Email, Push, SMS,
WhatsApp and In-App channels.
• Hands-on experience with CleverTap, MoEngage, WebEngage or a comparable CRM/marketing
automation platform.
• Strong analytical ability and experience using data to improve journey and campaign performance.
• Comfort with experimentation frameworks, A/B testing and performance reporting.
• Curiosity about customer behaviour, excellent collaboration and strong stakeholder management.
Preferred / Bonus Experience
• Travel, consumer internet, e-commerce, marketplace or high-growth startup experience.
• Familiarity with behavioural psychology, persuasion principles and habit-forming product design.
• Understanding of AI-assisted personalisation and CRM automation.
Wha¢ ¢he Role Oers
• The opportunity to shape customer experiences for millions of travellers and inuence business growth
directly.
• High ownership and freedom to experiment with current ideas.
• Collaboration with experienced leaders across Growth, Product, Data and Design.
• Competitive compensation, learning and strong career-growth opportunities.
Digital Growth & Customer Experience OpportunitiesDigital Growth & Customer Experience Opportunities

📌 Crm Manager (Gurugram)
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