Job Summary The Manager - CRM is responsible for leading the development and execution of customer relationship strategies to drive customer engagement retention and satisfaction This role will oversee CRM platforms analyze customer data design campaigns and coordinate with cross-functional teams to ensure a seamless customer experience throughout the customer lifecycle Key Responsibilities CRM Strategy Execution Develop and implement CRM strategies aligned with business goals to enhance customer experience and loyalty Manage CRM tools platforms Salesforce Zoho HubSpot etc ensuring optimal usage and data integrity Segment customer data to design targeted campaigns and personalized communication strategies Coordinate with Marketing Sales and Customer Support to drive lead nurturing conversion and retention initiatives Customer Journey Engagement Map customer journeys to identify touchpoints for engagement automation and improvement Implement and monitor customer engagement programs loyalty schemes and feedback mechanisms Track and improve key metrics like Net Promoter Score NPS Customer Satisfaction CSAT and Customer Lifetime Value CLTV Campaign Management Plan and execute CRM campaigns across email SMS WhatsApp and other digital channels Monitor campaign performance and suggest data-driven optimizations Collaborate with design and content teams to create compelling messaging for CRM touchpoints Data Insights Analyze customer behavior feedback and trends to generate actionable insights Maintain high data quality hygiene and security standards within the CRM system Prepare dashboards and reports for leadership on customer engagement and CRM effectiveness Team Vendor Management Lead and mentor a team of CRM executives or specialists if applicable Liaise with CRM vendors or third-party consultants for system enhancements or migrations Required Skills Qualifications Bachelor s Master s degree in Marketing Business Administration or a related field 6-10 years of experience in CRM management customer experience or retention marketing Proficiency in CRM software Salesforce Zoho HubSpot or similar platforms Strong understanding of customer lifecycle management and data analytics Excellent communication project management and cross-functional collaboration skills Analytical mindset with the ability to translate data into actionable insights Job Type Full time Pay 50 000 00 - 80 000 00 per month Experience CRM software 5 years Preferred Campaign Management 5 years Preferred Strategy Execution 5 years Preferred Work Location In person