Manager-Crm

Post / Job Title: Manager-CRM Job Type: Full Time Reporting to: Vice President-Marketing & Communications No. of Positions: 1 Department: Marketing & Communications Location: Gurgaon Role Overview: The incumbent will be responsible for owning and driving the end-to-end CRM lifecycle, from learner journey mapping and strategy design to execution, deployment, and optimization. The role will act as a central liaison between internal sales, marketing, admission teams, and external creative agency and CRM partner to deliver impactful, multi-channel learner communications. Principal Accountabilities & Responsibilities CRM Strategy & Learner Journey Ownership Own the end-to-end learner lifecycle including lead nurturing, enrolment, onboarding, engagement, retention, upsell, and reactivation. Design detailed learner journey maps across programs, segments, and personas. Define CRM objectives aligned to business goals such as conversion, retention, and nurture Build CRM roadmaps and execution plans. Campaign Planning & Execution Plan, execute, and optimize CRM campaigns across Email, WhatsApp, SMS, IVR/audio calls, and push notifications. Ensure accurate targeting, personalization, automation, and timely deployment. Run A/B tests and continuous optimization programs. Stakeholder & Agency Management Act as the primary liaison between internal teams and external creative agencies and partners Translate learner journeys into clear creative briefs. Review and approve creatives across channels. Ensure brand and messaging consistency. Sales Alignment Work closely with sales teams to support lead conversion and counsellor workflows. Design trigger-based communications to improve conversion efficiency. CRM Platform & Automation Own CRM and marketing automation platforms Define automation rules, triggers, segmentation, and personalization frameworks. Ensure data hygiene and system integrations. Analytics & Reporting Track CRM performance metrics and present insights to leadership. Use data to improve journeys, messaging, and channel mix. Define SOPs and CRM best practices. Skill and Ability Requirements Strong capability to own and drive end-to-end CRM and learner lifecycle strategy. Ability to design and execute multi-channel campaigns across Email, SMS, WhatsApp, Push, and other platforms. Proficiency in CRM and marketing automation tools, including segmentation and personalization. Strong analytical ability to interpret data, generate insights, and optimize performance. Excellent cross-functional collaboration and stakeholder management skills. Ability to translate business objectives into structured CRM roadmaps and execution plans. Qualification & Experience Qualification Bachelor’s degree in Marketing, Business, Engineering, or related field. MBA is a plus, but not mandatory if experience depth is strong. Experience Required 10-12 years of experience in CRM or lifecycle marketing. Strong preference for EdTech or Education industry. Hands-on experience with CRM and marketing automation tools. Experience managing multi-channel CRM at scale. Preferred Experience in large learner/customer databases. Exposure to omnichannel personalization. Experience scaling CRM systems.