Manager - CRM

upGrad; Bengaluru; On-site; INR 1,800,000 - 2,800,000; Full time

Benefits offered by this job

Health insurance

Career growth

Collaborative culture

Access to courses

Job summary

upGrad is seeking a data-driven CRM Manager to lead end-to-end lifecycle strategy across key verticals, including activation, engagement and retention. You will own CRM journeys across Push, Email, SMS, WhatsApp and In-app while coordinating with Product and Data teams to scale initiatives month over month.

You will analyze cohorts, funnels and performance metrics, build dashboards, automate reporting, and design scalable experimentation frameworks.

Qualifications

• 4-6 years of experience in CRM, Lifecycle, or Retention Marketing.
• Experience with end-to-end CRM journeys across Push, Email, SMS, WhatsApp, and In-app.
• Strong analytics with cohort analysis, funnels, A/B testing, and KPIs.

Responsibilities

• Lead end-to-end CRM journeys across Push, Email, SMS, WhatsApp and In-app.
• Drive activation, engagement, retention, repeat usage, and revenue through lifecycle campaigns.
• Build dashboards and automate reporting; develop scalable experimentation frameworks.
• Personalize communications aligned with user behavior and product features.
• Mentor a small team in a fast-paced environment.
• Exposure to personalization, dynamic catalogues, or recommendation engines is a plus.

Skills

CRM

Lifecycle

Retention Marketing

Push

Email

SMS

WhatsApp

In-app

Cohort analysis

Funnels

A/B testing

Dashboards

Personalization

Team leadership

Analytics

Tools

CleverTap

MoEngage

WebEngage

Job description

About the job - Manager - CRM

Location: Bangalore

Experience: 4-6 years

Function: Marketing

About Us

upGrad is an online education platform building the careers of tomorrow by offering the most industry-relevant programs in an immersive learning experience. Our mission is to create a new digital-first learning experience to deliver tangible career impact to individuals at scale. upGrad currently offers programs in Data Science, Machine Learning, Product Management, Digital Marketing, and Entrepreneurship, etc. upGrad is looking for people passionate about management and education to help design learning programs for working professionals to stay sharp and stay relevant and help build the careers of tomorrow.

Position Overview

are looking for a data-driven and strategic CRM Manager to lead the end-to-end customer lifecycle strategy across key verticals. This role sits at the intersection of CRM, Product, and Data, and is responsible for driving user activation, engagement, retention, and repeat usage through scalable lifecycle initiatives. You will combine strategic thinking with hands-on execution while building systems that scale month-on-month.

Responsibilities & Requirements

• 4-6 years of experience in CRM, Lifecycle, or Retention Marketing, preferably in B2C/D2C consumer apps or e-commerce.
• Own end-to-end CRM journeys across Push, Email, SMS, WhatsApp, and In-app.
• Drive activation, engagement, retention, repeat usage, and revenue through lifecycle campaigns.
• Strong understanding of Indian consumers, especially Tier 2/3+ audiences.
• Hands-on experience with CleverTap, MoEngage, or WebEngage.
• Strong analytical skills with expertise in cohort analysis, funnels, A/B testing, and performance metrics.
• Build dashboards, automate reporting, and develop scalable experimentation frameworks.
• Create personalized, action-oriented communication aligned with user behavior, product features, and key calendar moments.
• Experience managing or mentoring a small team in a fast-paced, high-ownership environment.
• Exposure to personalization, dynamic catalogues, or recommendation engines is an advantage.

Benefits

• Competitive salary with performance-based bonuses.
• Comprehensive health insurance.
• Opportunity for professional growth within a dynamic and growing company.
• A collaborative and inclusive company culture.
• Access to upGrad courses and learning resources.

Why Join upGrad?

• Opportunity to contribute to one of India's leading EdTech organizations.
• Exposure to large-scale digital campaigns and brand initiatives.
• Collaborative and high-growth work environment.
• Learning and development opportunities across diverse business functions.