Marketing Automation Manager

Findoc; Gurugram District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Findoc is seeking a CRM Manager to own end-to-end customer engagement and marketing automation on the WebEngage platform. The ideal candidate has hands-on experience running lifecycle campaigns, journeys, and personalization, with BFSI industry background and a strong understanding of compliance and data privacy norms.

You will design multi-channel campaigns, build automated journeys, and analyze performance to drive conversions while collaborating with product, engineering, and sales teams.

Qualifications

• WebEngage experience with 3–5 years in marketing automation or customer engagement roles.
• BFSI background with understanding of compliance and communication nuances in that sector.
• Strong understanding of customer lifecycle marketing, segmentation, and journey design.
• SQL, event tracking, and analytics tools (GA, Mixpanel, CleverTap, or similar) are a plus.
• Experience across email, SMS, push, and WhatsApp marketing channels.
• Familiarity with BFSI compliance around customer communication and data privacy.

Responsibilities

• Manage and optimize the WebEngage platform end-to-end: campaigns, journeys, segments, personalization, and event tracking.
• Design and execute multi-channel engagement campaigns across the customer lifecycle onboarding, activation, retention, and win-back.
• Build and maintain customer segments and automated journeys based on behavioural and transactional data.
• Partner with product and engineering teams for event tracking, data-layer integration, and attribute mapping.
• Analyse campaign performance and translate data into actionable insights and reports.
• Run A/B tests and personalization experiments to improve engagement and conversions.
• Ensure all customer communications comply with BFSI regulatory and data-privacy norms.
• Collaborate with Tech, Sales, and Product to align messaging with business needs.
• Stay current on WebEngage updates and marketing automation best practices.

Skills

Marketing automation

Lifecycle marketing

Campaign optimization

A/B testing

Data analysis

Stakeholder management

Communication

Tools

WebEngage

SQL

GA

Mixpanel

CleverTap

Job description

At Findoc we are looking for a CRM Manager to own end-to-end customer engagement and marketing automation on the WebEngage platform. The ideal candidate has hands-on experience running lifecycle campaigns, journeys, and personalization, and brings prior BFSI (Banking, Financial Services & Insurance) industry experience including an understanding of the compliance and communication nuances specific to that sector.

Key Responsibilities

• Manage and optimize the WebEngage platform end-to-end: campaigns, journeys, segments, personalization, and event tracking
• Design and execute multi-channel engagement campaigns (email, SMS, push, WhatsApp, in-app) across the customer lifecycle onboarding, activation, retention, and win-back.
• Build and maintain customer segments and automated journeys based on behavioural and transactional data.
• Partner with product and engineering teams to ensure correct event tracking, data-layer integration, and attribute mapping on WebEngage.
• Analyse campaign performance (open rates, CTR, conversions, funnel drop-offs) and translate data into actionable insights and reports.
• Run A/B tests and personalization experiments to improve engagement and conversion metrics.
• Ensure all customer communications comply with BFSI regulatory and data-privacy norms (e.g., DND/TRAI, and SEBI guidelines as applicable).
• Collaborate with Tech, Sales, and Product teams to align messaging with business and requirements.
• Stay current on WebEngage platform updates and marketing automation best practices.

Requirements

• Web Engage experience (mandatory): 3–5 years in marketing automation / customer engagement roles, with hands-on ownership of the WebEngage platform.
• BFSI background (required): prior experience in banking, NBFC, broking, insurance, or fintech.
• Strong understanding of customer lifecycle marketing, segmentation, and journey design.
• Working knowledge of SQL, event tracking, and analytics tools (GA, Mixpanel, CleverTap, or similar) is a plus.
• Experience across email, SMS, push, and WhatsApp marketing channels.
• Familiarity with BFSI compliance requirements around customer communication and data privacy.
• Strong analytical mindset with the ability to turn data into actionable recommendations.
• Excellent communication and stakeholder-management skills.

Good to Have

Basic HTML/CSS knowledge for email template customization.

Exposure to CRM tools and lead-management systems.