Industry: Fitness

Location: Kemps corner, Grant Road.

Designation: The Product & Systems Manager CRM &

Automation (Full Time)

WORK IN OFFICE ( 5 DAYS)

Please note: candidates looking for remote or hybrid please do not apply

Experience: 1-5 years of experience in product, CRM,

growth, or systems roles

Qualification: Tech Qualification (B Tech, BE- understands coding is must) This is a must have

Working time 9.30am to 6.30am

Ctc : UPTO 12 LPA only (hike depends on market % , skillsets,

years of experience)

We are globally recognized, premium tness brand delivering a distinctive, results-driven barre workout experience. With a strong presence across key international markets and a growing footprint in India, Physique 57 represents luxury, precision, and an uncompromising commitment to client excellence.

As we scale, we are building a next-generation unied tech ecosystem that powers the entire client journey from lead acquisition to retention through a seamless integration of CRM, operations, communication, and AI.

The Product & Systems Manager CRM & Automation will be responsible for designing, implementing, and continuously optimising this unied customer and operations engine. This is a high-impact role that sits at the intersection of technology, operations, sales, and client experience, ensuring that all systems work seamlessly in real time.

Location: Mumbai, India

Reporting To: Head of Sales & Client Servicing

This role owns the end-to-end system architecture and execution of Physique 57s unied engine, including CRM, communication systems, automation workows, analytics, and deep integration with Momence.

The role will ensure

- A single source of truth for all client data
- Seamless real-time system integration
- Automated workows across the client lifecycle
- Data-driven insights across sales, operations, and retention

RESPONSIBILITIES:

1) CRM & Client Intelligence Ownership a) Build and manage a centralized CRM system with complete 360 client proles (attendance,



purchases, engagement, communication history)

b) Design and implement lifecycle tagging (new active at-risk churned)

c) Own the lead-to-member conversion pipeline and ensure effective tracking 0and follow-ups d) Enable full visibility of the client journey across all touchpoints

2) Communication & Automation Systems a) Set up and manage the unied communication ecosystem (WhatsApp, Instagram, email, web chat) via Intercom. Build and optimize automated workows for:

i) Lead nurturing ii) Trial follow-ups iii) Retention and win-back campaigns b) Milestones, birthdays, and engagement triggers c) Ensure all communication is behaviour-triggered and data-driven d) Oversee AI agent performance, lead qualication, and handoff to sales teams

3) Feedback, NPS & Helpdesk Systems a) Implement and manage post-class feedback and NPS systems.

b) Ensure feedback is linked directly to client proles for actionable insights.

c) Build and manage the helpdesk/ticketing system with SLA tracking and escalation workows.

d) Enable real-time alerts for negative feedback and critical issues.

e) Track resolution metrics and continuously improve service response quality

4) Momence Integration Ownership a) Own the deep API integration between Momence and internal systems.

b) Ensure real-time, bi-directional sync of:

i) Bookings ii) Attendance iii) Purchases iv) Client data c) Design and implement event-based triggers from Momence data:

i) Missed class follow-up workows ii) Inactivity churn prevention journeys iii) Purchases onboarding and upsell journeys d)



Eliminate manual data handling and ensure full system automations.

e) Maintain data consistency across CRM, communication tools, and reporting systems

5) Analytics, Reporting & Insights a) Build and manage dashboards for:

i) Retention and churn ii) Revenue (per client, class, instructor)

iii) Marketing attribution b) Implement automated daily and monthly reporting with AI-driven insights.

c) Ensure a unied reporting layer across sales, operations, and nance.

d) Identify trends, gaps, and opportunities to improve performance

6) AI & Personalisation Systems a) Implement AI-driven features including:

i) Class 0recommendations ii) Churn prediction models iii) Agile pricing strategies b) Enable personalised communication and content based on client behaviour.

c) Continuously improve AI models based on data and outcomes

7) Cross-Functional Collaboration a) Work closely with Sales, Operations, and CST teams to ensure system adoption and effectiveness.

b) Act as the bridge between business teams and technology systems.

c) Drive training, SOPs, and best practices for system usage.

d) Continuously gather feedback and improve system workows

REQUIREMENTS:

- Strong understanding of CRM systems, automation tools, and integrations
- Experience working with APIs, system integrations, or no-code/low-code platforms
- Data-driven mindset with strong analytical and problem-solving skills
- Experience with tools like Intercom, HubSpot, Zapier, or similar platforms is a plus
- Strong understanding of customer lifecycle, retention, and engagement strategies
- Ability to manage multiple systems and workows simultaneously
- High ownership, execution focus, and attention to detail
- Strong communication and cross-functional collaboration skills
- Preference will be given to candidates with some level of coding experience or fullstack development skills (e.g., familiarity with JavaScript, Python, SQL, or modern web frameworks).

📌 The Product and Systems Manager CRM and Automation (Mumbai)
🏢 Talent Corner HR Services
📍 Mumbai