The CRM Analyst sits within the Digital Marketing and is responsible for planning, executing and optimising digital CRM campaigns that drive acquisition, retention, reactivation and lifetime value acrosse-commerce and app customers. Working closely with the Digital Growth team, Digital Marketing team and Corporate Loyalty and CRM teams, the role owns the end-to-end delivery of lifecycle communications for ecommerce campaigns and activities email, push, in-app, WhatsApp and SMS and applies segmentation, A/B testing, automation and performance analytics to grow active customers, order frequency and revenue from owned channels, while continuously improving deliverability, audience targeting and campaign ROI.

- Plan, build and execute digital CRM campaigns (email, push, in-app, WhatsApp and SMS) for e-commerce customers, in close collaboration with the Digital Growth, Digital Marketing and Corporate CRM teams.

- Own day-to-day campaign operations on the CRM/engagement platform audience building, segmentation, scheduling, QA and deployment.

- Design and run A/B and multivariate tests across subject lines, creatives, offers, send times and channels to improve open, click-through and conversion rates.

- Plan, implement and optimise automated, multi-step customer journeys across the lifecycle (onboarding, browse and cart abandonment, win-back, replenishment and post-purchase) and multiple touchpoints.

- Monitor and maximise customer lifetime value, ensuring profitability by optimising CRM KPIs (open, CTR, conversion, retention, churn and revenue per send)



against weekly and monthly targets.

- Continuously improve deliverability and channel health – copy, coding, frequency capping, segmentation, opt-in/permissions and sender reputation.

Initiatives

- Support the Digital Growth team in designing and scaling CRM-led growth initiatives that increase active customers, order frequency and average order value across e-commerce.

- Build and manage acquisition-to-retention lifecycle programmes that move current and one-time buyers into repeat and loyal customers on the e-commerce app.

- Identify high-value and at-risk segments and design targeted reactivation, cross-sell and up-sell campaigns to grow owned-channel revenue.

- Partner with Growth and Ecommerce on promotional calendars, category pushes and seasonal campaigns, aligning CRM activity with wider digital growth and trading plans.

- Test and roll out new channels, personalisation and automation use-cases, sharing learnings to scale what works across markets.

Content and Creative

- Liaise closely with the content and creative teams on the design and copy of email templates, push, in-app, WhatsApp and SMS, ensuring brand-consistent, mobile-first and conversion-focused creative.

- Brief,



review and QA dynamic and personalised content, and share performance results to continuously optimise creative, copy and offers.

Analytics & Reporting:

- Design, build and run CRM and campaign performance reports and dashboards (weekly, monthly and quarterly) covering campaign measurement, channel performance and customer segmentation.

- Own CRM data integrity and accurate audience and segment definitions, working closely with the Data and Ecommerce teams.

- Track and report CRM contribution to growth KPIs – active users, retention, frequency, conversion and revenue from owned channels – and translate insights into clear, actionable recommendations.

- Provide regular and ad-hoc analysis for stakeholders, including campaign deep-dives and cohort and funnel analysis.

Other Business Stakeholders

- Liaise with the Corporate Loyalty & CRM team to maintain consistency across markets.

- Work closely with the Corporate Loyalty team on all loyalty- and rewards-related communications through email, push, in-app, SMS and WhatsApp.

- Share CRM KPIs and insights with the Digital Growth, Digital Marketing and Corporate Loyalty teams to optimise omni-channel performance.

Cross Functional Responsibilities

- Run CRM for Markets (e-commerce exclusively) and share best practice, learnings and guidelines across markets.

- Liaise closely with individual countries to tailor communications to local patterns and preferences, respecting brand guidelines.

📌 Marketing Automation Specialist (Gurugram)
🏢 StatusNeo Technology Consulting
📍 Gurugram