Assistant Marketing Manager

ITC Hotels Limited; Gurugram District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

ITC Hotels Limited seeks an Assistant Manager - CRM to analyze customer data and enhance engagement across ITC Hotels, Welcomhotels, Mementos and Storii brands. You will coordinate with stakeholders through design, testing and audits, and drive CRM campaigns across Email, SMS, WhatsApp, App Notifications and social channels.

You will help manage 1P/2P databases, profile customers, and develop targeted segments while optimizing ROI. A data-driven mindset and strong analytics are essential.

Qualifications

• 2+ years in marketing tech with CRM / campaign management experience.
• Familiarity with Oracle Responsys (certification preferred).
• Experience managing omni-channel marketing campaigns, preferably in the services industry
• Knowledge of measuring campaign conversions via KPI’s and attribution models.
• Ability to work with affiliated products like Adobe Audience Manager / Adobe Analytics
• Experience running campaigns across Email, SMS, WhatsApp, App Notifications, and social media.
• Basic working knowledge of customer profiling, segmentation, workflow management and creation of automated campaigns
• Good knowledge of MS Excel, with experience in database functions
• Working knowledge about effective email design and content
• Data-driven mindset to interpret data into actionable insights and optimize KPIs
• Strong analytical skills and ability to interpret data for strategic decisions
• Communication and collaboration skills for cross-functional teams

Responsibilities

• Design, create, and execute successful campaigns across Email, SMS, WhatsApp, App Notifications, and social media.
• Build & manage central CRM databases.
• Drive initiatives to strengthen 1P and 2P databases.
• Profile customers with segments / cohorts for targeted communications.
• Create and manage workflows for automated campaigns across platforms.
• Collaborate with hotels and brand managers to develop a communications calendar.
• Experiment with A/B testing, send-time optimization and segmentation.
• Review campaign performance and identify opportunities for improvement.
• Analyze data and build customer journey related drip campaigns across use cases.
• Support documentation during design, build, test and audit phases.
• Manage omni-channel campaigns and measure conversions via attribution models.
• Optimize campaigns to maximize ROI and engagement.
• Work cross-functionally to ensure consistent messaging.
• Prepare and share reports with management and senior leadership.

Skills

CRM & campaigns

Oracle Responsys

Omni-channel marketing

KPI attribution

Adobe Audience Manager

Adobe Analytics

MS Excel

Data-driven insights

Cross-functional collaboration

Campaign design & testing

Tools

Oracle Responsys

Adobe Audience Manager

Adobe Analytics

MS Excel

Job description

Position Overview

The position of Assistant Manager - CRM will support in analyzing relevant customer information to improve engagement and drive business growth across all brands i.e. ITC Hotels, Welcomhotels, Mementos and Storii. This role will also be responsible for coordinating with internal and external stakeholders through all phases of design, implementation testing and audit.

On a routine basis, they will collaborate with brand managers & loyalty custodians to develop a calendar for all communications in line with business objectives, manage and maintain the company's CRM database, develop a sound understanding of customer behavior and segmentation, optimize and refine campaigns to maximize ROI & engagement across all channels.

Role and Responsibilities

• Design, create, and execute successful campaigns across multiple platforms, including Email, SMS, WhatsApp, App Notifications, and social media.
• Build & manage all central CRM databases.
• Drive initiatives to strengthen 1P and 2P databases.
• Customer profiling with creation of specific segment / cohorts for targeted communications.
• Create and manage workflows for automated / drip campaigns across platforms.
• Collaborate with hotels and brand managers to develop a calendar for all communications in line with business objectives.
• Experiment with campaign attributes like A/B Testing, send time Optimization and segmentation to improve engagement and conversions.
• Review campaign performance and understand analytics to identify opportunities for improvement.
• Analyze data and build customer journey related drip campaigns across multiple use cases like customer onboarding, increasing repeat purchase, activating dormant customers, increasing share of wallet, etc.
• Support the project phase with necessary documentation and inputs during the design, build, implementation, testing and audit phase.
• Manage omni channel campaigns, and measuring conversion through attribution models & relevant KPIs.
• Optimize and refine campaigns to maximize ROI and engagement.
• Work cross-functionally with other teams to ensure consistent messaging across all channels.
• Prepare and share report back with management & senior leadership on a periodic basis.

Qualifications and Education Requirements

• 2+ years of marketing tech experience, including experience in CRM / campaign management.
• Familiarity with operating Oracle Responsys solutions (certification preferable)
• Experience with managing omni channel marketing campaigns, preferably in the services industry
• Knowledge and capability of measuring campaign conversion via KPI’s and attribution models.
• Ability to work out solutions with affiliated products like Adobe Audience Manager / Adobe Analytics
• Experience with running campaigns across Email, SMS, WhatsApp, App Notifications, and social media.
• Basics working knowledge of customer profiling, segmentation, STO, workflow management and creation of workflows for automated campaigns
• Good knowledge of MsExcel, with excellent hands-on experience of database related functions.
• Working knowledge about effective email design and content.
• Should possess a data-driven mindset and be skilled at interpreting data to turn it into actionable insights.
• Ability to develop, audit, and test campaigns in ways that optimize key performance indicators (KPIs)
• Strong analytical skills and the ability to interpret data and make strategic decisions.
• Communication and collaboration skills, with the ability to work effectively with cross-functional teams.