CRM Retention & Growth Executive

Company Description

Hoora is a full-stack vehicle care platform built to simplify how India maintains and manages its cars and bikes. Positioned as India's #1 Car & Bike Care App, Hoora brings every essential automotive need into one seamless ecosystem. From doorstep car and bike wash to end-to-end service, insurance support, challan management, and a curated marketplace for products and accessories, Hoora functions as a complete 360 vehicle companion. Powered by technology, on-demand logistics, and trained professionals, the platform replaces fragmented automotive experiences with one integrated solution. Hoora's mission is simple: make vehicle ownership effortless, accessible, and reliable, whether it's routine cleaning, urgent servicing, compliance needs, or upgrading your ride.

Role Description

- Daily Automations Update: Maintain and update daily automation processes to optimize customer engagement and retention.

- Customer Journey Creation: Design and implement detailed customer journeys across various touchpoints and stages of the lifecycle.

- Templates Creation: Develop and manage templates for email, WhatsApp, SMS, RCS, and web push notifications to ensure consistent and engaging messaging.

- Campaign Management & Execution: Oversee the planning, execution, and optimization of multi-channel campaigns (email, SMS, push notifications, etc.).

- Reports Creation: Design and deliver regular reports on key metrics such as customer feedback, retention, sales, and other performance indicators.

- Integrations & Support: Lead system integrations and provide technical support to ensure seamless CRM operations.

- Cross-Team Collaboration: Work closely with marketing, tech, and product teams to ensure alignment on CRM initiatives and goals.

- Data Analysis: Analyze customer feedback, retention metrics, and sales data to inform decisions and improve CRM strategies.

Ideal Candidate Profile

- Strong technical expertise and hands-on experience with CRM systems such as MoEngage, NetCore, Interkart, etc.

- Ability to manage complex CRM processes, data integration, and multi-channel campaigns.

- Experience in AI/ML training and application in CRM systems.

- Proven track record of successful vendor management and working with external platforms.

- Skilled in data analysis and building detailed reports to inform strategic decisions.

- Excellent communication and cross-functional collaboration skills.

Qualification:

- Bachelor's or Master's degree in IT, Computer Science, Business, or a related field.

- 3+ years of relevant experience in CRM system management, architecture, and implementation.

- Strong problem-solving and technical troubleshooting skills.