1. Journey Architecture & Lifecycle Marketing • Design and own end-to-end user lifecycle journeys on CleverTap: onboarding, activation, engagement, renewal, and win-back • Build multi-step behavioural flows triggered by user actions, inaction, and milestones (not just scheduled blasts) • Segment the user base with precision using RFM, behavioural, and intent signals, move beyond broad cohorts • Test and iterate journey logic with A/B experiments; make data-backed decisions on flow changes 2. Channel Performance & Health • Own WhatsApp CTR improvement test message formats, timing, CTA copy, and template structures systematically • Maintain and improve email domain health: monitor deliverability, sender reputation, bounce rates, spam complaints, and warmup protocols • Manage Push and In-App notification strategy; optimise opt-in rates and suppress fatigue signals • Audit channel performance monthly and implement fixes proactively, not reactively 3. Campaign Strategy & Creative Thinking • Bring new ideas for user engagement beyond offers and discounts: nudge-based messaging, milestone celebrations, coach-connect prompts, social proof • Develop channel-specific messaging frameworks (WhatsApp vs Email vs Push have different content laws) • Work with content/design to build template libraries that reduce turnaround time for campaigns • Own retention-focused campaign calendar aligned to business cycle (renewals, new launches, seasonal) 4. Reporting,



Analytics & Optimisation • Build and maintain CRM performance dashboards on Metabase; surface actionable weekly insights for leadership • Write basic SQL queries to pull and validate cohort data from Databricks when needed • Track core CRM KPIs: CTR, open rate, unsubscribe rate, journey conversion, renewal attribution, and campaign-driven revenue • Run post-campaign analysis and close the loop learnings must feed the next campaign 5. Team Management & Execution Quality • Manage, mentor, and upskill 2 CRM Executives to own their work quality, not just task assignment • Set up QA processes for all outgoing campaigns (content, segment, suppression, send time) • Create and maintain SOPs for recurring workflows to reduce errors and enable speed • Work cross-functionally with Sales, Product, and Analytics teams to align CRM with business priorities

Must-Have • 6+ years of CRM/lifecycle marketing experience, with at least 2 years managing a team • Hands-on expertise with CleverTap journey builder, segmentation, A/B testing, analytics (not just campaign scheduling) • Demonstrated experience improving WhatsApp or email channel metrics (bring numbers to interview) • Basic SQL ability to write queries to pull cohort/user data from a data warehouse • Strong analytical mindset: you read dashboards to find problems, not just to report numbers • Experience building and documenting CRM SOPs and QA frameworks • Solid written communication: you can write sharp, contextual messaging, not just copy-paste templates

📌 Crm Lead (Pune)
🏢 White Force Outsourcing Services
📍 Pune