Customer Relationship Manager

We are seeking a skilled and innovative Customer Relationship Manager to lead our digital

communication strategy across various platforms including WhatsApp, email, and app

notifications. As the Customer Engagement Manager, you will play a pivotal role in creating,

optimising, and delivering engaging content to enhance customer experiences and drive

brand loyalty.

Responsibilities:

- Audience Segmentation: Utilise customer data and segmentation strategies to tailor

content to different customer segments, ensuring relevant and personalised

messaging.

- Engagement Optimization: Continuously monitor and analyze engagement metrics to

refine content strategies, improve open rates, click-through rates, and overall

customer interaction.

- Ownership of customer engagement & journey across all communication platforms

(PN, SMS, WA, Email, etc.)

- Strategize & execute engagement journeys basis audience segmentation &

business objectives

- Design, execute and measure impact (and reiterate) campaigns (Push

Notifications, WhatsApp, SMS, Email, etc.) using CRM tools like Moengage,

Clevertap, etc.

- Brand Consistency: Maintain a consistent brand tone and messaging across all

digital platforms, reinforcing the brands identity and values.

- Collaboration: Work closely with cross-functional teams, including marketing, design,

and product, to align content with broader business objectives and product updates.

- A/B Testing: Conduct A/B testing to experiment with different content approaches,

subject lines, and message formats to optimise engagement.

- Compliance: Ensure that all content adheres to relevant industry regulations, data

privacy guidelines, and best practices.

- Stay Current: Keep up-to-date with industry trends, emerging technologies, and

customer behaviour to adapt strategies accordingly.

- Content Strategy: Develop and execute a comprehensive content strategy for digital communication channels, aligning with brand voice, values, and customer

preferences.

Qualifications:

- Bachelors degree in Marketing, Communications, or a related field (Masters

preferred).

- 2-3 years of experience in customer relationship management (CRM), or similar role

- Proven experience in driving customer engagement strategy, with a focus on digital

communication channels.

- Strong understanding of customer engagement metrics and how to interpret them for

actionable insights

- Excellent written communication skills, with the ability to adapt content to different

platforms and customer segments.

- Proficiency in data analysis to inform content decisions.

- Familiarity with customer relationship management (CRM) systems and marketing

automation platforms.

- Creative mindset with the ability to think outside the box and drive innovation.

- Strong organisational skills and ability to manage multiple projects simultaneously.

- Knowledge of industry best practices, compliance standards, and data privacy

regulations.

If youre passionate about driving customer engagement through digital mediums, we

encourage you to apply. Join our team and play a key role in shaping our brands

communication strategy across various digital platforms.