Customer Relationship Manager

The CRM Head is responsible for developing and executing customer relationship management strategies to improve customer engagement, retention, and lifetime value. This role oversees CRM systems, customer data analytics, and life cycle marketing initiatives.

Key Responsibilities

Design end-to-end lifecycle journeys: lead conversion, onboarding, activation, usage, renewal, and win-back

Build targeted engagement strategies

Own churn reduction strategy, especially for high-risk and low-usage customers

Analyze churn drivers such as service issues, pricing, competition, and customer complaints

Design proactive retention campaigns (offers, upgrades, service recovery)

Create segmentation models based on usage, geography, plan type, and value

Improve ARPU (Average Revenue Per User) and customer lifetime value

Lead multi-channel campaigns (SMS, email, app notifications, WhatsApp, outbound calling)

Lead CRM, retention, and lifecycle marketing teams

Collaborate with Sales, Network Operations, Finance, and Product teams

Ensure seamless experience across installation, service requests, and issue resolution Work closely with Customer Support and Service teams to improve service experience Ensure compliance with telecom regulations and data privacy laws

Maintain data accuracy, consent management, and communication governance

Qualifications & Experience Bachelor’s degree in Marketing, Business, Telecom, or related field

10–15 years of experience in CRM / Customer Lifecycle / Retention roles

Strong understanding and communication skills

Employee Benefits Competitive salary with performance-based annual bonuses Provident Fund (PF), Gratuity, and other statutory benefits