Customer Relationship Manager

Function

Emerging Mobility Business Unit

Pay Band

E4 to M2

Role

The CRM, Lifecycle & Digital Growth Manager will lead customer lifecycle marketing, CRM, organic digital growth and AI-led customer engagement for VIDA.
The role will own the customer journey from lead acquisition and enquiry through test ride, purchase, onboarding, ownership, retention and reactivation, while also driving organic discovery through SEO, local search and emerging AI-powered search platforms.
The role will work closely with Marketing, Sales, Dealer Operations, Product, Digital, Technology, Data & Analytics and Customer Experience teams to build measurable programs that improve customer acquisition, conversion, engagement, retention and lifetime value.

A purpose driven role for you

Your key responsibilities will include, but not limited to:

1. CRM & Lifecycle Marketing
2. Lead, Test Ride & Sales Conversion
3. Product Launch & Customer Engagement
4. AI-Powered CRM & Customer Engagement
5. SEO & Organic Digital Growth
6. GEO, AEO & AI Search
7. Google Business Profile & Local Discovery
8. Customer Data, Martech & Analytics
9. Experimentation & Optimization
10. Leadership & Stakeholder Management

A Day in the life

The CRM, Lifecycle & Digital Growth Manager will lead customer lifecycle marketing, CRM, organic digital growth and AI-led customer engagement for VIDA.
The role will own the customer journey from lead acquisition and enquiry through test ride, purchase, onboarding, ownership, retention and reactivation, while also driving organic discovery through SEO, local search and emerging AI-powered search platforms.
The role will work closely with Marketing, Sales, Dealer Operations, Product, Digital, Technology, Data & Analytics and Customer Experience teams to build measurable programs that improve customer acquisition, conversion, engagement, retention and lifetime value.

Academic Qualification & Experience

Bachelor’s/Master's Degree in Marketing or any other related field.

8 - 12+ years of experience across CRM, Lifecycle Marketing, Marketing Automation, Digital Growth, SEO, Customer Engagement or Martech.
Strong experience managing large-scale, multi-channel customer journeys and data-driven digital programs.
Experience working with cross-functional teams, agencies and technology partners. 

Strong understanding of customer lifecycle, segmentation, personalization, analytics and digital acquisition.
Experience in automotive, mobility, e-commerce, fintech, SaaS or other high-volume consumer businesses preferred.
Practical understanding of how AI, predictive technologies and AI-powered search can be applied to CRM and digital growth.

Technical Skills/Knowledge

CRM Strategy · Lifecycle Marketing · Marketing Automation · Customer Journey Management · Customer Segmentation · Personalization · Lead Nurturing · Conversion Optimization · Retention & Reactivation · Automotive CRM · Customer Experience · CRM Analytics · A/B Testing · Martech · AI-Powered CRM · Predictive Marketing · Generative AI · Conversational AI · SEO · Technical SEO · Local SEO · GEO · AEO · Google Business Profile · AI Search · Organic Growth · Customer Data & Analytics · Agency Management · Cross-Functional Leadership

Behavioural Skills

Communication Skills

Interpersonal Skills

Critical Thinking

Team Work

Persuasion

Agile

Innovative

What will it be like to work for Hero

As the world’s largest manufacturer of motorcycles and scooters for the last 25 years, Hero is where you will get to work with the brightest innovators, passionate about being the best in what they do. You will become a part of India’s proudest legacy, a brand that is celebrated by 130 million Indians and is now taking over the world with its manufacturing superpower.

If you are someone who dreams big and goes after their dreams with absolute conviction, Hero is your place to be. At Hero, we are building a cutting-edge future of mobility, pushing frontiers of innovation and aiming for the very best. Choose to be with the best, choose to be your best.

About Hero

Hero MotoCorp, headquartered in New Delhi, India, is the world's largest manufacturer of motorcycles and scooters for 25 consecutive years with ~$5 billion revenue. The Company's global footprint spans 52 countries across Asia, Africa, Europe, Central and Latin America with a customer base of over 130 million. The Company operates eight manufacturing facilities - six in India and one each in Colombia and Bangladesh- along with two Research and Development centres: Centre for Innovation and Technology (CIT) in India and Tech Centre Germany (TCG).
Hero MotoCorp is driving the transition to electric mobility through VIDA, powered by Hero.

Strategic alliances with Harley-Davidson and Zero Motorcycles support the design and development of premium and electric motorcycles, respectively. Further demonstrating its commitment to the EV future, the Company has made strategic investments in two- and three-wheeler EV manufacturers, Ather Energy and Euler Motors. Hero MotoCorp is the only Indian two-wheeler manufacturer listed on the prestigious Dow Jones Sustainability Index (D/SI).

Hero MotoCorp's Executive Chairman, Dr. Pawan Munjal, was named to the 2025 TIME100 Climate List of the 100 most influential leaders driving business climate action.

Beyond mobility, Hero MotoCorp is a major global promoter of sports, including golf, football, field hockey, and cricket. Hero MotoSports Team Rally is India's flag bearer in global rally racing.