CRM Manager

Location: India, Delhi NCR
Department: Marketing, Sales & Communications
Posted: February 14, 2025

ABOUT THE TEAM :

The Member Engagement Marketing (MEM) team at Tide plays a vital role in enhancing customer loyalty and driving long-term growth by engaging with existing members. This team focuses on crafting personalized marketing strategies, offering proactive support, and providing valuable resources to ensure members fully utilize Tide’s services. Through tailored communication, educational content, and loyalty programs, MEM fosters strong relationships with small and medium-sized enterprises (SMEs). By continuously analyzing member feedback and behavior, the team refines its approach to ensure a seamless, rewarding banking experience, positioning Tide as the trusted platform for SMEs.

WHAT WE ARE LOOKING FOR 

We’re looking for a strategic, data-driven, and commercially focused CRM Manager to lead and expand our customer engagement and retention efforts. You’ll be a key player in driving the growth of our rapidly expanding product areas, with a strong focus on automation, personalization, and delivering measurable results. You’ll have the opportunity to shape and optimize our CRM strategy, working closely with cross-functional teams to deliver exceptional customer experiences and drive business growth.

As a CRM Manager you’ll be:

• • Owning and optimising the Payments CRM programme, with a strong focus on automation and personalisation.
  • Developing and executing CRM strategies that drive product adoption, transaction growth, and increased lifetime value of Tide members.
  • Building and optimising key cross-sell campaigns and customer journeys across marketing, with occasional involvement in operational communications.
  • Creating, managing, and refining a test-and-learn pipeline across multiple channels, including in-app, web, email, and SMS.
  • Analysing campaign performance and customer behaviour, reporting insights and recommendations to key stakeholders.
  • Using data strategically to define, build, and maintain segmentation models for targeted marketing efforts.
  • Developing dashboards and reports to track CRM performance and measure campaign effectiveness.
  • Collaborating closely with product, content, BI, and other marketing teams to enhance the overall customer experience.
  • Driving initiatives forward with high levels of autonomy while ensuring transparency and knowledge-sharing within the team.
  • Continuously identifying opportunities for optimisation, innovation, and new engagement marketing strategies.
  • Mentoring and guiding junior team members, fostering a culture of collaboration, ownership, and continuous learning.

What makes you a great fit:

• You have 5+ years of expertise in CRM retention marketing, managing campaigns end-to-end across multiple sub-products or business units. Exposure to Cards and Rewards marketing is preferred.
• You’ve developed and delivered CRM strategies that have driven measurable business impact.
• You have hands-on experience with CRM platforms (e.g., Iterable, MoEngage, Hubspot, Braze) and a basic understanding of HTML and CSS.
• You have experience handling large datasets and using BI tools (e.g., Looker, Tableau) to set up reports/ dashboards, generate insights and inform CRM strategy.
• You have strong expertise in segmentation, targeting, and personalisation to optimise marketing effectiveness.
• You have experience running A/B and multivariate tests, iterating based on data-driven learnings.
• You have excellent communication skills and can collaborate effectively with both technical and non-technical stakeholders.
• You have advanced Excel skills and are comfortable building and maintaining CRM performance dashboards.
• You’re highly organised, adaptable, and able to manage multiple projects in a fast-paced environment.
• You have experience working in financial services, fintech, e-commerce, or a tech-driven environment.
• You’re curious, proactive, and always looking for ways to innovate and improve engagement marketing strategies.
• You are open to working EU/UK timings as the team supports UK & EU business.

WHAT YOU WILL GET IN RETURN:

• 25 days holiday
• Additional health and dental insurance
• Fully covered Multisport card
• Food vouchers
• We invest in your development with a 40,000 INR professional L&D budget per year and up to three L&D paid days off
• Snacks, light food, drinks in the office
• Enhanced family-friendly leave