Job Description: CRM, Growth & Marketing Automation Specialist

Company: VLCC Limited
Department: Marketing & Growth
Location: VLCC Corporate Office, Gurugram
Work Mode: Full-time, On-site
Experience: 3-5 years

About the Role

VLCC is looking for a hands-on professional to manage and optimize its CRM, marketing automation and customer lifecycle initiatives. The role combines marketing, technology, analytics, content and AI to improve lead conversion, customer retention, reactivation and revenue.

The candidate will work with platforms such as Netcore, MoEngage, CleverTap, Hubspot or similar tools, building automated customer journeys across the entire funnel, from lead generation and appointment booking to clinic footfall, conversion, repeat visits, loyalty and win-back.

We need someone who understands both marketing and technology, can identify funnel leakages, and can translate business objectives into effective, measurable automation programmes.

Important Role Clarification

THIS IS A CRM, GROWTH & MARKETING AUTOMATION ROLE; NOT A CUSTOMER CARE, CALL CENTRE OR CHAT/EMAIL SUPPORT ROLE.

This position is exclusively focused on CRM, marketing automation, customer lifecycle management and growth. Candidates whose experience is primarily in customer care, inbound query handling, complaint resolution, call centre operations or routine chat/email support are requested not to apply, as these profiles do not meet the requirements of this role. Applications that do not meet the stated CRM, marketing and automation requirements will not be considered. This clarification is intended to save candidates time and ensure applications are aligned with the actual role.

Key Responsibilities

1. CRM & Marketing Automation

- Manage CRM and customer engagement platforms, including campaign execution, audience segmentation and journey configuration.
- Build automated journeys across WhatsApp, SMS, email, web push and other supported channels.
- Implement trigger-based communications, personalization, customer cohorts and lifecycle campaigns.
- Manage platform configurations, campaign hygiene, communication frequency and consent requirements.

2. Funnel Management & Conversion

- Monitor the complete funnel: website visit lead appointment clinic footfall conversion repeat visit.




- Identify funnel leakages, including unconverted leads, abandoned enquiries, appointment drop-offs, no-shows and non-converting visitors.
- Build automated follow-ups and recovery journeys to improve lead-to-footfall (L2FF), appointment conversion and lead-to-sale performance.
- Work with performance marketing, call centre and clinic operations teams to improve funnel outcomes.

3. Reactivation, Retention, Loyalty & Win-Back

- Own CRM-led Rekindle and dormant-customer reactivation programmes.
- Build segmented journeys for new leads, first-time customers, repeat customers, inactive customers and high-value cohorts.
- Develop retention, repeat-visit, renewal, service reminders, loyalty, upselling, cross-selling and win-back campaigns.
- Track customer reactivation, repeat visits, retention, conversion and attributable revenue.

4. Technical Implementation & Integrations

- Understand Google Tag Manager (GTM), GA4, event tracking, UTMs, APIs, webhooks and SDK integration concepts.
- Coordinate with technology teams to implement and validate website events, customer attributes, conversion tracking and data flows between websites, lead management systems and CRM platforms.
- Troubleshoot tracking discrepancies, integration failures and automation issues with internal teams and vendors.
- Maintain documentation of event requirements, journey logic and integration dependencies.

5. Content & Creative Execution

- Write and refine clear English-language campaign copy for WhatsApp, email, SMS and other customer communications.
- Develop campaign briefs, subject lines, calls to action and content variations aligned with customer segments and business objectives.
- Coordinate with creative teams on campaign creatives and ensure consistency between messaging, offers, landing pages and customer journeys.
- Conduct A/B tests on copy, creatives, offers and communication timing.

6. AI-Enabled Marketing





- Use AI tools to accelerate content creation, creative ideation, campaign personalization, audience analysis and reporting.
- Identify opportunities to automate repetitive marketing tasks and improve campaign productivity.
- Apply AI to analyse funnel leakages, generate actionable insights and optimize customer journeys.
- Ensure AI-generated content and creatives comply with VLCC brand guidelines and approved communication standards.

7. Website, Digital Product & SEO/AEO/GEO Optimization

- Monitor website performance, user journeys, landing pages and conversion funnels to identify friction points, funnel leakages and opportunities to improve lead generation and conversion.
- Work on website and digital product optimization, including landing page improvements, user experience (UX), conversion rate optimization (CRO), forms and lead capture journeys.
- Use GA4, Google Search Console and other analytics tools to evaluate traffic quality, user behaviour, organic visibility and conversion performance.
- Understand and implement SEO fundamentals, including keyword research, on-page optimization, technical SEO, metadata, internal linking and content optimization.
- Support Answer Engine Optimization (AEO) and Generative Engine Optimization (GEO) to improve VLCC's visibility across AI-powered search, answer engines and generative search experiences.
- Collaborate with technology, content and design teams to improve website usability, search visibility and measurable business outcomes.

8. Vendor & Stakeholder Coordination

- Coordinate with CRM vendors, messaging partners, technology teams and internal marketing stakeholders.
- Translate business requirements into campaign briefs, journey specifications and technical requirements.
- Track implementation issues and ensure timely resolution.
- Work Arrangement

This is a full-time, strictly on-site position at the VLCC Corporate Office in Gurugram. Work-from-home and hybrid arrangements are not available.

The ideal candidate is a marketing qualified with technical curiosity, strong execution skills and an analytical mindset, someone who can connect customer data, technology, content and automation to deliver measurable business outcomes.

📌 Crm Specialist (Gurugram)
🏢 VLCC
📍 Gurugram