Job Description

Industry: Fitness

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Location: Kemps corner, Grant Road.

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Designation: Automation Analyst (Full Time)

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WORK IN OFFICE ( 5 DAYS)

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

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Experience: ● 1-5 years of experience in product, CRM, growth, or systems roles

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

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Working time 9.30am to 6.30am

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Ctc : UPTO 12 LPA only (hike depends on market % , skillsets, years of experience)

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JOB DESCRIPTION

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We are a globally recognized, premium fitness brand delivering a distinctive, results-driven

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barre workout experience. With a strong presence across key international markets and a growing

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footprint in India, We represents luxury, precision, and an uncompromising commitment to client excellence.

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As we scale, we are building a next-generation unified tech ecosystem that powers the entire client

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journey — from lead acquisition to retention — through a seamless integration of CRM, operations, communication, and AI.

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The Product & Systems Manager – CRM & Automation will be responsible for designing,

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implementing, and continuously optimising this unified customer and operations engine. This is a

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high-impact role that sits at the intersection of technology, operations, sales, and client experience,

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ensuring that all systems work seamlessly in real time.

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Reporting To: Head of Sales & Client Servicing

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This role owns the end-to-end system architecture and execution of Physique 57's unified engine,

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including CRM, communication systems, automation workflows, analytics, and deep integration

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with Momence.

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The role will ensure:

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

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1) CRM & Client Intelligence Ownership

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a) Build and manage a centralized CRM system with complete 360° client profiles (attendance, purchases, engagement,



communication history)

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

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c) Own the lead-to-member conversion pipeline and ensure effective tracking

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0and follow-ups

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d) Enable full visibility of the client journey across all touchpoints

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2) Communication & Automation Systems

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a) Set up and manage the unified communication ecosystem (WhatsApp,

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Instagram, email, web chat) via Intercom. Build and optimize automated

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workflows for:

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i) Lead nurturing

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ii) Trial follow-ups

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iii) Retention and win-back campaigns

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b) Milestones, birthdays, and engagement triggers

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c) Ensure all communication is behaviour-triggered and data-driven

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d) Oversee AI agent performance, lead qualification, and handoff to sales

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teams

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3) Feedback, NPS & Helpdesk Systems

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a) Implement and manage post-class feedback and NPS systems.

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

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

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escalation workflows.

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

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e) Track resolution metrics and continuously improve service response quality

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4) Momence Integration Ownership

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

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

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i) Bookings

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ii) Attendance

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iii) Purchases

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iv) Client data

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c) Design and implement event-based triggers from Momence data:

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i) Missed class → follow-up workflows

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ii) Inactivity → churn prevention journeys

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iii) Purchases → onboarding and upsell journeys

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d)



Eliminate manual data handling and ensure full system automations.

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

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systems

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5) Analytics, Reporting & Insights

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a) Build and manage dashboards for:

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i) Retention and churn

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ii) Revenue (per client, class, instructor)

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iii) Marketing attribution

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

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c) Ensure a unified reporting layer across sales, operations, and finance.

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

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6) AI & Personalisation Systems

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a) Implement AI-driven features including:

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i) Class 0recommendations

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ii) Churn prediction models

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iii) Dynamic pricing strategies

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b) Enable personalised communication and content based on client behaviour.

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c) Continuously improve AI models based on data and outcomes

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7) Cross-Functional Collaboration

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a) Work closely with Sales, Operations, and CST teams to ensure system

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adoption and effectiveness.

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

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

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d) Continuously gather feedback and improve system workflows

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REQUIREMENTS:

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

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frameworks).

📌 Automation Specialist (Mumbai)
🏢 Talent Corner HR Services
📍 Mumbai