Role & responsibilities
- Develop and execute CRM strategies across customer onboarding, engagement, retention, reactivation and repeat bookings.
- Plan and manage multi-channel campaigns across Email, WhatsApp, SMS and Push Notifications.
- Drive customer segmentation and personalized communication based on booking history, preferences and customer behaviour.
- Develop retention strategies to improve repeat bookings, reduce customer churn and increase Customer Lifetime Value (CLTV).
- Build automated customer journeys covering pre-arrival, post-stay, feedback collection and win-back campaigns.
- Analyse customer behaviour, booking trends and campaign performance to identify growth opportunities.
- Conduct A/B testing and optimize campaigns across messaging, offers, timing and communication frequency.
- Collaborate with Marketing, Product, Revenue Management, Operations and Data teams to drive CRM initiatives.
- Identify opportunities to improve guest experience, customer satisfaction, reviews and referrals.
- Track and report key CRM metrics, including repeat booking rates,
customer retention, campaign engagement, conversions and revenue contribution.
Preferred candidate profile
- Bachelor's degree in Marketing, Business Administration or a related field. MBA preferred.
- 4+ years of experience in CRM, Lifecycle Marketing, Retention Marketing or Customer Engagement.
- Experience in Travel, Hospitality, E-commerce or Consumer Internet preferred.
- Hands-on experience in managing multi-channel CRM campaigns and customer lifecycle journeys.
- Proficiency in CRM and marketing automation tools such as MoEngage, CleverTap, WebEngage, Braze or Salesforce Marketing Cloud.
- Robust analytical skills with experience in customer segmentation, funnel analysis, campaign reporting and performance optimization.
- Working knowledge of SQL, Excel and BI tools such as Tableau or Power BI will be an added advantage.
- Strong communication, stakeholder management and execution skills.
📌 Associate Manager - CRM (Gurugram)
🏢 OYO
📍 Gurugram