CRM Director

VML; Gurugram District; On-site; INR 978,089 - 1,467,134; Full time

Job summary

A leading marketing agency in Gurugram is looking for an experienced Customer Relationship Management Specialist to lead CRM strategies and campaign delivery. You will manage the transition from SAP CRM to Salesforce Marketing Cloud and oversee reporting alignment. Ideal candidates have 6-10 years of digital marketing experience, Salesforce Marketing Cloud certification, and strong project management abilities. Competitive salary offered.

Qualifications

• 6–10 years in CRM or digital marketing, ideally at the intersection of strategy and delivery.
• Salesforce Marketing Cloud certification and experience with platform transitions.
• Experience in campaign analytics and quality assurance.

Responsibilities

• Act as the primary interface across CRM strategy and campaign delivery.
• Oversee the transition from SAP CRM to Salesforce Marketing Cloud.
• Manage direct reports to ensure success across the briefing lifecycle.
• Support the Marketing Science team in market coordination and insight briefing.

Skills

CRM strategy

Campaign delivery

Salesforce Marketing Cloud

Project management

Client communication

Analytical skills

Tools

Jira

Smartsheet

Job description

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• Act as the primary interface for 5–8 markets across CRM strategy, campaign delivery, and content readiness.
• Build trusted relationships with regional and market stakeholders, proactively identifying support needs.
• Lead market onboarding and training around Salesforce Marketing Cloud and transition roadmaps.
• Resolve escalations and act as the delivery accountability point for campaign delays, QA issues and missed SLAs.

Salesforce Marketing Cloud Transition & Execution Oversight

• Oversee the shift from SAP CRM to Salesforce Marketing Cloud and Data Cloud, ensuring minimal disruption.
• Manage your direct reports to ensure success across the briefing lifecycle—ensuring campaign inputs are structured, complete, and aligned with creative/delivery standards.
• Collaborate with SFMC campaign ops pod to manage segmentation, journey builds, QA, testing and deployment.
• Track and troubleshoot campaign performance across platforms and channels (email, SMS, WhatsApp, Push).
• Coordinate distributor/dealer digital content delivery in collaboration with local teams and the content hub.
• Ensure market readiness for offer-based campaigns, banner assets, and retail comms.
• Support timely asset localization, deployment planning, and usage tracking.

Analytics Support & Reporting Alignment

• Support the Marketing Science team in market coordination, insight briefing, and client communications.
• Ensure campaign dashboards and lifecycle KPIs are shared, understood, and actionable across regions.
• Liaise with data, CRM and content streams to feed learnings into optimization plans.
• Co-develop campaign SOPs, CRM delivery playbooks, and SFMC journey templates.
• Assist in lifecycle journey strategy: aligning market briefs with strategic goals (e.g. conversion, reactivation).
• Identify areas for automation, templating, or cross-stream collaboration to increase velocity and impact.
• 6–10 years in CRM or digital marketing, ideally at the intersection of strategy, delivery, and client service.
• Salesforce Marketing Cloud (Email Specialist, Consultant, or Admin) certification and prior experience of working through platform transitions.
• Familiarity with SAP CRM, Salesforce Data Cloud, or data migration workflows.
• Experience with project management tools (e.g., Jira, Smartsheet), campaign analytics, and QA workflows.
• A seasoned CRM account lead, program manager, or lifecycle strategist with a strong client-facing instinct and operational rigor.
• A hands-on orchestrator who enjoys solving delivery challenges and aligning people around clear goals.
• A collaborative communicator with experience navigating matrixed, cross-market environments.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Product Management and Project Management

• Industries

  Advertising Services and IT Services and IT Consulting

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