Please find below an opening for Manager- CRM. The candidate will be primarily responsible for Customer Acquisition, Retention and growth. Please find below JD.

Location: Mumbai

Designation : Manager CRM

Specialization: Preferred experience in CRM vertical for Airlines / credit card / Hospitality industry / consumer electronic business.


Graduate in any discipline with MBA/PGDM (Marketing )

Experience: minimum of 7 to 8 yrs of experience in CRM

Job Details:

1. Responsible for developing brand wise CRM strategy based on consumer insights and requirements

2. Should lead & implement CRM strategy to improve customer confidence in the products and services :

a. To improve positive word of mouth within existing customers,

b. To promote after sales & service products to existing customers,

c. Ideate and execute CRM campaign for acquiring new customers,

d. Campaigns & Brand activation based on consumer insights,

3. Should have strong leadership, negotiation, influencing & people skills.

4. Targeting for Exchange/Upgrade programme and targeting for Referral initiative

5. Competency to evaluate program ROI

6. Need to possess very good analytical & presentation skills, as they will be required to sell new ideas and processes internally to the team members and also to the management,

7. In the past must have executed many cross brand promotions as a part of the strategy,

8. To be able to sell the idea that CRM is not an IT solution, but a tool to help an organization to better understand what their customer needs & wants,

9. Must have better knowledge of executing a software based Loyalty programmes and which has won many accolades for the same (may be internally in the past).

10. Coordinate and maintain relationships with Creative & CRM agency to ideate & execute all CRM initiatives,

11. Need to formulate & control CRM budgets, costing,

12. Expertise for specific event based activity is preferred, Event Management experience will be an added advantage,

13. Knowledge of SAP & other related CRM software’s is a must.

14. Data Management & analytical capabilities are a must to guide the partners to action specific activity and also new initiatives which involves:
1. Minimizing Duplications and data quality
2. Improving data entry standards
3. Maintaining the Data Conversion Rules from disparate systems

4. Keeping customer information intact
5. Marketing Campaigns planned as per data (insights)
6. System Effectiveness

15. Evaluating and prioritising CRM initiatives based on discussions with the respective brand team.

16. Setting the process and performance framework for business transformation for a CRM implementation i.e.

Understanding business and process analysis and then designing the CRM application so it meets the business requirements of the organization

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