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
solid 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, N

📌 Crm Manager (Gurugram)
🏢 TeamLease
📍 Gurugram