• Lead - CRM - Internet/Online Jobs in Mumbai,India - 25255311

  • Talhive
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  • 3 - 5 Years
  • Posted : above 1 month

Job Description:

Exp 3 - 5 Years

- The CRM Lead plays a key role in delivering conversions of leads acquired from different acquisition channels The role is accountable for the development and execution of the CRM elements of the customer journey from checking their credit-eligibility to completing their loan application process by uploading relevant documents on the Client application

- The role is of a day to day, go-to person who will do the strategic development on the historical data of user behaviour on the system, segment specific user base & set communications to implement multi-channel CRM campaigns post which he/she will also drive productive analysis based on campaign results


CRM Strategy

- Translate brand strategy into CRM strategy and be the guardian of all CRM communications and activities

- Develop and manage the CRM components of the Customer Journey in close consultation with Sales team

- Create and maintain a CRM calendar of activity

- Understand user data and pull out the required data for campaigns on a daily basis

Campaign Management

- Be responsible for delivering multi-channel CRM campaigns and programmes against set KPIs, budgets and timings

- Conceptualise, design and develop creative assets and content in conjunction with the Creative team

- Through collaboration with the wider sales & marketing team, ensure CRM activity is aligned and integrated with the wider marketing strategy

- Be responsible for contractual and terms and conditions compliance for any related CRM partnerships or promotional incentives

Data, Analytics & Evaluation

- Apply attitudinal consumer segmentation alongside behavioural insights to drive targeted customer communications

- Assess and monitor customer behaviour to ensure that our approach to segmentation translates into optimised performance against KPIs

- Produce regular reports with detailed analysis of results and clear narrative for wider stakeholder engagement

- Create a/b test, learn strategies and implement change & rollout plans

- Assess and evaluate new platforms for CRM to support understanding and comfortability of our users to complete his application process


- 2-5 years+ overall, in the area of expertise, with at least 1 yr + in a management role

- Detailed experience in database marketing, data insights & analytics, cross-channel customer engagement programmes, segmentation, profiling and targeting

- Proven experience of using consumer segmentation to drive optimised CRM activity in order to achieve maximum ROI

- Experience in integrating customer touchpoints to form seamless customer journeys

- Demonstrable experience of project managing and implementing successful personalised/segmented CRM campaigns

- Proven operational and project management skills

- Strong analytical skills and ability to translate data insights into actions to optimise performance

- Multi-channel direct response experience including social, web, email, SMS, IVR

- Excellent working knowledge of CRM systems and marketing automation (experience in working with marketing automation tools & SQL is a plus)

- Agency management experience

- Results-driven and positive self-starter who works well in a fast-paced environment

- Able to lead and manage multiple campaigns and work-streams effectively and efficiently

- Ability to prioritise workload and effectively manage expectations, impact and implications

- Naturally curious and not afraid to try something new and experiment with new technologies or techniques

- Strong written and verbal communication skills

- Work experience in Fin-tech or any other relevant brand is a plus

Profile Summary:

Employment Type : Full Time
Salary : Not Mentioned
Deadline : 30th May 2020

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