Post / Job Title: Manager-CRM
Job Type: Full Time
Reporting to: Vice President-Marketing & Communications
No. of Positions: 1
Department: Marketing & Communications
Location: Gurgaon
Role Overview: The incumbent will be responsible for owning and driving the end-to-end CRM lifecycle, from learner journey mapping and strategy design to execution, deployment, and optimization. The role will act as a central liaison between internal sales, marketing, admission teams, and external creative agency and CRM partner to deliver impactful, multi-channel learner communications.
Principal Accountabilities & Responsibilities
CRM Strategy & Learner Journey Ownership
Own the end-to-end learner lifecycle including lead nurturing, enrolment, onboarding, engagement, retention, upsell, and reactivation. Design detailed learner journey maps across programs, segments, and personas. Define CRM objectives aligned to business goals such as conversion, retention, and nurture Build CRM roadmaps and execution plans. Campaign Planning & Execution
Plan, execute, and optimize CRM campaigns across Email,



Whats App, SMS, IVR/audio calls, and push notifications. Ensure accurate targeting, personalization, automation, and timely deployment. Run A/B tests and continuous optimization programs. Stakeholder & Agency Management
Act as the primary liaison between internal teams and external creative agencies and partners Translate learner journeys into transparent creative briefs. Review and approve creatives across channels. Ensure brand and messaging consistency. Sales Alignment
Work closely with sales teams to support lead conversion and counsellor workflows. Design trigger-based communications to improve conversion efficiency. CRM Platform & Automation
Own CRM and marketing automation platforms Define automation rules, triggers, segmentation, and personalization frameworks. Ensure data hygiene and system integrations. Analytics & Reporting
Track CRM performance metrics and present insights to leadership. Us

📌 Manager-crm (Gurugram)
🏢 Birla Institute of Technology & Science, Pilani
📍 Gurugram