Assistant Marketing Manager

Role overview

The Assistant Manager - CRM position focuses on using customer data to improve engagement and support business growth across ITC Hotels, Welcomhotels, Mementos, and Storii. The role involves working closely with internal and external teams through the full cycle of campaign planning, design, implementation, testing, and audit.

On a regular basis, the person in this role will partner with brand managers and loyalty stakeholders to prepare communication calendars aligned with business goals, maintain the CRM database, build a strong understanding of customer behavior and segmentation, and continuously refine campaigns to improve ROI and engagement across channels.

Responsibilities

• Plan, build, and launch campaigns across multiple channels such as email, SMS, WhatsApp, app notifications, and social media.
• Maintain and expand the central CRM database, including initiatives that strengthen first-party and second-party data pools.
• Segment customers into defined profiles, cohorts, and audience groups for targeted outreach.
• Set up and oversee automated and drip campaign journeys across different platforms.
• Work with hotels and brand teams to create a communication calendar that supports wider business objectives.
• Run campaign experiments such as A/B tests, send-time optimisation, and segmentation tuning to improve engagement and conversions.
• Track campaign results, study performance metrics, and identify improvement opportunities through analytics.
• Design customer journey-based drip campaigns for use cases such as onboarding, repeat purchase growth, reactivation of inactive customers, and increasing share of wallet.
• Support project work by contributing documentation and inputs during design, build, implementation, testing, and audit stages.
• Manage omnichannel campaigns and measure conversion using attribution models and relevant KPIs.
• Continuously improve campaigns to raise ROI and engagement.
• Coordinate with cross-functional teams to ensure consistent messaging across all channels.
• Prepare periodic performance updates and share them with management and senior leadership.

Requirements

• At least 2 years of experience in marketing technology, with exposure to CRM and campaign management.
• Working familiarity with Oracle Responsys; certification is preferred.
• Experience handling omnichannel campaigns, ideally within the services sector.
• Understanding of campaign conversion measurement using KPIs and attribution models.
• Ability to work with related tools such as Adobe Audience Manager and Adobe Analytics.
• Hands-on experience running campaigns through email, SMS, WhatsApp, app notifications, and social media.
• Basic knowledge of customer profiling, segmentation, send-time optimisation, and workflow creation for automated campaigns.
• Strong command of MS Excel, especially database-related functions.
• Working understanding of effective email design and content.
• Data-oriented mindset with the ability to turn analysis into practical action.
• Capability to develop, audit, and test campaigns to improve key performance indicators.
• Strong analytical thinking and decision-making ability.
• Effective communication and collaboration skills for working with cross-functional teams.

Work location

This is a full-time onsite role based in Gurugram, Haryana, India.

Additional information

The role spans multiple brands across the hospitality group and requires close coordination with brand managers, loyalty custodians, hotels, and other internal stakeholders. The incumbent will be expected to manage both strategy and execution, with a strong focus on database quality, campaign optimisation, and reporting to leadership.

Terms and conditions

No stipend or salary details were specified in the source information. No number of openings, education requirement, start date, or application deadline was provided.