CRM Manager

About the Role

We're looking for an experienced CRM Manager

This isn't a traditional CRM role where success is measured only by building automated

workflows. We want someone who obsesses over the customer's experience at every

touchpoint—someone who thinks deeply about what we say, when we say it, and why it drives

action.

You'll design end-to-end customer journeys that convert browsers into bookers, first-time

customers into loyal travellers, and inactive users into returning advocates. You'll combine

behavioral insights, compelling micro-copy, experimentation, and data to create experiences that

feel timely, personal, and valuable.

your head, and believes the right message at the right moment can change customer behavior,

you'll love this role.

Key Responsibilities

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 multiple channels to identify friction, drop-offs, and





opportunities for engagement.
- Build automated, behavior-driven journeys that deliver personalized experiences at every

stage of the customer lifecycle.
- Create audience segmentation strategies based on user behavior, booking intent,

engagement, demographics, and lifecycle stage.
- Continuously improve journey performance using customer insights, data, and

experimentation.

Content, Nudges & Copywriting

SMS, WhatsApp, and In-App Messaging.
- Write, edit, and refine high-converting micro-copy that is concise, persuasive, and

aligned with the Thrillophilia brand.
- Design behavioral nudges using principles from psychology and behavioral economics to

encourage bookings, repeat purchases, and deeper engagement.
- Collaborate with Design to create CRM communications that are visually engaging and

conversion-focused.
- Maintain consistency in tone of voice while adapting messaging for different customer

s

📌 CRM Manager (Gurugram)
🏢 Sai Creations
📍 Gurugram