Associate Manager - CRM

OYO; Gurugram District; On-site; INR 900,000 - 1,400,000; Full time

Job summary

OYO is seeking a seasoned CRM and Lifecycle Marketing professional in India to lead multi-channel campaigns across onboarding, engagement, retention, and win-back initiatives. You will drive segmentation, personalize communications based on booking history, and build automated journeys to boost repeat bookings and CLTV.

The role requires hands-on experience with MoEngage/CleverTap/WebEngage/Braze or Salesforce Marketing Cloud, strong analytics, and collaboration with Marketing, Product, Revenue

Qualifications

• Experience in CRM, Lifecycle Marketing, Retention Marketing or Customer Engagement.
• Hands-on experience in managing multi-channel CRM campaigns and journeys.
• Strong analytical skills for segmentation, funnel analysis and reporting.
• Knowledge of SQL, Excel and BI tools; Tableau/Power BI a plus.
• Experience in Travel, Hospitality, E-commerce or Consumer Internet is preferred.
• Excellent communication and stakeholder management abilities.

Responsibilities

• Develop and execute CRM strategies across customer onboarding, engagement, retention, reactivation and repeat bookings.
• Plan and manage multi-channel campaigns across Email, WhatsApp, SMS and Push Notifications.
• Drive customer segmentation and personalized communication based on booking history, preferences and customer behaviour.
• Develop retention strategies to improve repeat bookings and CLTV.
• Build automated customer journeys covering pre-arrival, post-stay, feedback and win-back campaigns.
• Analyse customer behaviour, booking trends and campaign performance to identify growth opportunities.
• Conduct A/B testing and optimize campaigns across messaging, timing and frequency.
• Collaborate with Marketing, Product, Revenue Management, Operations and Data teams.
• Identify opportunities to improve guest experience, reviews and referrals.
• Track and report key CRM metrics, including repeat booking rates, retention, engagement, conversions and revenue contribution.

Skills

CRM strategy

Lifecycle marketing

Retention marketing

Customer engagement

Multi-channel campaigns

Campaign optimization

A/B testing

Analytics

SQL

Excel

Tableau/Power BI

Stakeholder management

Communication skills

Education

Bachelor's degree in Marketing or related field

MBA preferred

Tools

MoEngage

CleverTap

WebEngage

Braze

Salesforce Marketing Cloud

Job description

Role & responsibilities

• Develop and execute CRM strategies across customer onboarding, engagement, retention, reactivation and repeat bookings.
• Plan and manage multi-channel campaigns across Email, WhatsApp, SMS and Push Notifications.
• Drive customer segmentation and personalized communication based on booking history, preferences and customer behaviour.
• Develop retention strategies to improve repeat bookings, reduce customer churn and increase Customer Lifetime Value (CLTV).
• Build automated customer journeys covering pre-arrival, post-stay, feedback collection and win-back campaigns.
• Analyse customer behaviour, booking trends and campaign performance to identify growth opportunities.
• Conduct A/B testing and optimize campaigns across messaging, offers, timing and communication frequency.
• Collaborate with Marketing, Product, Revenue Management, Operations and Data teams to drive CRM initiatives.
• Identify opportunities to improve guest experience, customer satisfaction, reviews and referrals.
• Track and report key CRM metrics, including repeat booking rates, customer retention, campaign engagement, conversions and revenue contribution.

Preferred candidate profile

• Bachelor's degree in Marketing, Business Administration or a related field. MBA preferred.
• 4+ years of experience in CRM, Lifecycle Marketing, Retention Marketing or Customer Engagement.
• Experience in Travel, Hospitality, E-commerce or Consumer Internet preferred.
• Hands-on experience in managing multi-channel CRM campaigns and customer lifecycle journeys.
• Proficiency in CRM and marketing automation tools such as MoEngage, CleverTap, WebEngage, Braze or Salesforce Marketing Cloud.
• Strong analytical skills with experience in customer segmentation, funnel analysis, campaign reporting and performance optimization.
• Working knowledge of SQL, Excel and BI tools such as Tableau or Power BI will be an added advantage.
• Strong communication, stakeholder management and execution skills.