Senior CRM Manager
- Work mode
- On-site
- Employment type
- Full-time
About the job
Experience: 5+
Senior CRM Manager Sep 22, 2026 The Senior CRM Manager owns the CRM platform and the lifecycle programme that runs on it: configuration, data structure, segmentation, and the onboarding, renewal and win-back campaigns built on top of it. The role sits in Product under the CRM & Analytics stream, partners with Marketing, Analytics and Support, and directs one Junior CRM Manager. Core responsibilities
• Own the CRM platform: configuration, data structure, integrations and access.
- Own the CRM platform: configuration, data structure, integrations and access.
- Define the customer data model and keep it segmented by behaviour, demographics and lifecycle stage.
- Define and track CRM KPIs with Product, Marketing and Analytics stakeholders, and agree the targets each campaign is held to.
- Set the lifecycle strategy across onboarding, activation, renewal and win-back, and decide which channels carry it.
- Support data-driven decisions across teams by turning CRM data into recommendations leadership can act on.
- Direct the Junior CRM Manager: set priorities, review campaign work before it ships, and raise the team's technical standard.
• Set up and maintain engagement channels (email, push, in-app, SMS) and the templates behind them. • Own workflow automation inside the CRM: triggers, sequences, scoring and suppression rules. • Build and run lifecycle and retention campaigns end to end, including segmentation, testing and post-campaign read-outs. • Produce CRM performance reports and dashboards for leadership on a fixed weekly and monthly cadence. • Run exploratory analysis on customer behaviour to find trends worth acting on, and present findings to non-technical stakeholders. • Build ad-hoc predictive models where they change a decision, such as churn risk or propensity to renew. • Own resolution of customer queries and complaints that come through CRM touchpoints, and fix the process that caused them. • Product or marketing analytics that do not feed a CRM segment, campaign or touchpoint. What we are looking for Required
- 7+ years in CRM, lifecycle or retention marketing, including ownership of a CRM platform end to end.
- Hands-on administration of a major CRM or engagement platform: segmentation, automation builder, integrations, data hygiene.
- A record of lifecycle programmes you designed and shipped; with the retention or revenue numbers they moved.
- SQL strong enough to pull and validate your own segments without waiting on Analytics.
- Comfort presenting to leadership and translating customer data into a recommendation, not just a chart.
- Experience with predictive modelling (churn, propensity, LTV) or close partnership with a data science team.
- Experience setting standards for, or mentoring, a junior CRM hire.
- Python or R for ad-hoc analysis.
From INFINITE LOCUS PRIVATE LIMITED's careers page (Keka), checked 30 Oct 2026.
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Posted 22 Sept 2026 · checked 30 Oct 2026 · Report this job