Associate Manager-CRM

Job Description

About the Role

We are looking for a highly driven, self-motivated, and ownership-oriented CRM & Engagement Marketing Executive to take complete end-to-end ownership of our customer retention and in-app engagement strategies. In this role, you will bridge strategic planning with flawless execution—collaborating with category teams to conceptualize campaigns, building automated workflows, running experiments, and deeply analyzing performance data to drive scalable user engagement and growth.

Key Responsibilities

1. Strategy & Planning

• Collaborate closely with Category, Brand, and Growth teams to build a robust monthly and quarterly CRM strategy aimed at driving repeat conversions, retention, and customer lifetime value (LTV).

• Segment target audiences based on user behavior, transaction history, lifecycle stage, and demographic data to deliver personalized, highly targeted messaging.

• Proactively identify retention bottlenecks and growth opportunities across user lifecycle touchpoints (Onboarding, Activation, Retention, Win-back).

2. Campaign Management & End-to-End Execution

• Take complete ownership of the campaign lifecycle: copy, design briefs, audience setup, scheduling, quality assurance, and deployment across all in-app and push channels (Push Notifications, In-App Messages, Banners, SMS, WhatsApp, Email).

• Maintain absolute execution rigor and meticulous attention to detail, actively spotting and fixing tracking or setup discrepancies prior to launch.

• Set up and manage continuous A/B tests (copy, creative visuals, send times, channel mix, trigger criteria) to systematically optimize engagement metrics.

3. Performance Analytics & Reporting

• Monitor daily, weekly, and monthly campaign performance metrics (CTR, open rates, conversion rates, incremental ROI, churn rate).

• Build and present comprehensive performance dashboards and reports with actionable insights to cross-functional stakeholders.

• Translate data into clear strategic recommendations to continually refine target audience segmentation and messaging strategies.

4. Cross-Functional Collaboration & Ownership

• Work as the central point of contact for internal stakeholders, coordinating aligned objectives across Product, Tech, Design, and Category management.

• Act as an independent owner of CRM channels, proactively running experiments and troubleshooting execution hurdles with minimal supervision.

Qualifications

Minimum Qualifications:

• 1–3 years of hands-on experience in digital marketing, lifecycle marketing, or CRM roles.
• Demonstrated ability to own projects end-to-end—from initial idea generation and strategy to execution and performance analysis.
• Advanced proficiency in Microsoft Excel / Google Sheets (VLOOKUP, Pivot Tables, data manipulation) and PowerPoint.
• Strong analytical mindset with the ability to interpret data, spot trends, and drive data-informed decisions.

Preferred Qualifications:

• Basic understanding of SQL or querying databases for user segment generation.
• Experience working in fast-paced, high-growth startup environments.
• Strong copy-ideation skills for push notifications and in-app messaging.
• MBA in the preferred

Additional Information

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy