About the role
Role Purpose
Own the day-to-day execution of CRM campaigns, nurture journeys and customer
communications, ensuring that leads and customers receive the right communication at the right stage of their journey.
Key Responsibilities
Build and execute CRM/nurture journeys on the CDP.
Manage WhatsApp, SMS, Push Notif. and other customer communication channels.
Segment customers based on behaviour, lead stage, vehicle/service characteristics
and engagement.
Execute campaigns for:
o New lead nurturing
o Abandoned leads
o Booking reminders
o Service reminders
o Cross-sell
o Repeat purchases
o Customer reactivation
Monitor campaign delivery, engagement and conversion.
Conduct A/B testing of communication, offers, CTAs and campaign timing.
Maintain campaign calendars and ensure timely execution.
Coordinate with the Contact Centre for lead follow-up campaigns.
Prepare regular CRM performance reports.
Identify customer drop-offs and recommend interventions.
Maintain CRM data hygiene and campaign documentation.
Key KRAs
Campaign execution accuracy
Lead nurture conversion
CRM-attributed bookings
Engagement rate
WhatsApp response rate
Campaign turnaround time
Repeat/reactivation conversion
Ideal Candidate
3–6 years in CRM/lifecycle marketing.
Experience with platforms such as MoEngage, WebEngage, CleverTap, Salesforce
Marketing Cloud or similar.
Strong Excel/data-analysis skills.
Experience with WhatsApp campaigns is highly desirable.