Crm Lead

White Force Outsourcing Services; Pune District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

White Force Outsourcing Services in Pune seeks a seasoned CRM Campaign Manager to own lifecycle marketing across onboarding, activation, engagement, renewal and win-back. You will design end-to-end journeys in CleverTap, build multi-step flows, and segment users with precision using behavioral signals.

Collaborate with content/design to build templates and drive channel performance. Lead retention-focused campaigns, manage dashboards in Metabase, and mentor two CRM Executives to ensure

Responsibilities

• Design and own end-to-end user lifecycle journeys on CleverTap: onboarding, activation, engagement, renewal, and win-back
• Build multi-step behavioural flows triggered by user actions, inaction, and milestones
• Segment the user base with precision using RFM, behavioural, and intent signals
• Test and iterate journey logic with A/B experiments; make data-backed decisions on flow changes
• Own WhatsApp CTR improvement test message formats, timing, CTA copy, and template structures systematically
• Maintain and improve email domain health: monitor deliverability, sender reputation, bounce rates, spam complaints, and warmup protocols
• Manage Push and In-App notification strategy; optimise opt-in rates and suppress fatigue signals
• Audit channel performance monthly and implement fixes proactively, not reactively
• Bring new ideas for user engagement beyond offers and discounts: nudge-based messaging, milestone celebrations, coach-connect prompts, social proof
• Develop channel-specific messaging frameworks (WhatsApp vs Email vs Push have different content laws)
• Work with content/design to build template libraries that reduce turnaround time for campaigns
• Own retention-focused campaign calendar aligned to business cycle (renewals, new launches, seasonal)
• Build and maintain CRM performance dashboards on Metabase; surface actionable weekly insights for leadership
• Write basic SQL queries to pull and validate cohort data from Databricks when needed
• Track core CRM KPIs: CTR, open rate, unsubscribe rate, journey conversion, renewal attribution, and campaign-driven revenue
• Run post-campaign analysis and close the loop learnings must feed the next campaign
• Manage, mentor, and upskill 2 CRM Executives to own their work quality, not just task assignment
• Set up QA processes for all outgoing campaigns (content, segment, suppression, send time)
• Create and maintain SOPs for recurring workflows to reduce errors and enable speed
• Work cross-functionally with Sales, Product, and Analytics teams to align CRM with business priorities

Job description

Key Responsibilities

1. Journey Architecture & Lifecycle Marketing

• Design and own end-to-end user lifecycle journeys on CleverTap: onboarding, activation, engagement, renewal, and win-back
• Build multi-step behavioural flows triggered by user actions, inaction, and milestones (not just scheduled blasts)
• Segment the user base with precision using RFM, behavioural, and intent signals, move beyond broad cohorts
• Test and iterate journey logic with A/B experiments; make data-backed decisions on flow changes

2. Channel Performance & Health

• Own WhatsApp CTR improvement test message formats, timing, CTA copy, and template structures systematically
• Maintain and improve email domain health: monitor deliverability, sender reputation, bounce rates, spam complaints, and warmup protocols
• Manage Push and In-App notification strategy; optimise opt-in rates and suppress fatigue signals
• Audit channel performance monthly and implement fixes proactively, not reactively

3. Campaign Strategy & Creative Thinking

• Bring new ideas for user engagement beyond offers and discounts: nudge-based messaging, milestone celebrations, coach-connect prompts, social proof
• Develop channel-specific messaging frameworks (WhatsApp vs Email vs Push have different content laws)
• Work with content/design to build template libraries that reduce turnaround time for campaigns
• Own retention-focused campaign calendar aligned to business cycle (renewals, new launches, seasonal)

4. Reporting, Analytics & Optimisation

• Build and maintain CRM performance dashboards on Metabase; surface actionable weekly insights for leadership
• Write basic SQL queries to pull and validate cohort data from Databricks when needed
• Track core CRM KPIs: CTR, open rate, unsubscribe rate, journey conversion, renewal attribution, and campaign-driven revenue
• Run post-campaign analysis and close the loop learnings must feed the next campaign

5. Team Management & Execution Quality

• Manage, mentor, and upskill 2 CRM Executives to own their work quality, not just task assignment
• Set up QA processes for all outgoing campaigns (content, segment, suppression, send time)
• Create and maintain SOPs for recurring workflows to reduce errors and enable speed
• Work cross-functionally with Sales, Product, and Analytics teams to align CRM with business priorities

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