Job Description :

The Product - Systems Manager - CRM - Automation will be responsible for designing, implementing, and continuously optimising this unified customer and operations engine. This is a high-impact role that sits at the intersection of technology, operations, sales, and client experience, ensuring that all systems work seamlessly in real time.

Location : Mumbai, India

Reporting To : Head of Sales - Client Servicing

This role owns the end-to-end system architecture and execution of Physique 57's unified engine, including CRM, communication systems, automation workflows, analytics, and deep integration with Momence.

Responsibilities :

- CRM - Client Intelligence Ownership : Build and manage a centralized CRM system with complete 360 degree client profiles, design lifecycle tagging, own the lead-to-member conversion pipeline, and enable full visibility of the client journey.

- Communication - Automation Systems : Set up and manage the unified communication ecosystem (WhatsApp, Instagram, email, web chat) via Intercom. Build and optimize automated workflows for lead nurturing, trial follow-ups, retention, and win-back campaigns.

- Feedback, NPS - Helpdesk Systems : Implement and manage post-class feedback and NPS systems, build and manage the helpdesk/ticketing system with SLA tracking, and enable real-time alerts for critical issues.

- Momence Integration Ownership : Own the deep API integration between Momence and internal systems, ensure real-time, bi-directional sync of bookings, attendance, purchases, and client data.

- Analytics, Reporting - Insights : Build and manage dashboards for retention, churn, revenue, and marketing attribution. Implement automated daily and monthly reporting with AI-driven insights.

- AI - Personalisation Systems : Implement AI-driven features including class recommendations, churn prediction models, and dynamic pricing strategies.

- Cross-Functional Collaboration : Work closely with Sales, Operations, and CST teams to ensure system adoption and effectiveness, acting as the bridge between business teams and technology systems.

Requirements :

- 1 - 3 years of experience in product, CRM, growth, or systems roles.

- Strong understanding of CRM systems, automation tools, and integrations.

- Experience working with APIs, system integrations, or no-code/low-code platforms.

- Data-driven mindset with strong analytical and problem-solving skills.

- Experience with tools like Intercom, HubSpot, Zapier, or similar platforms is a plus.

- Strong understanding of customer lifecycle, retention, and engagement strategies.

- Ability to manage multiple systems and workflows simultaneously.

- High ownership, execution focus, and attention to detail.

- Strong communication and cross-functional collaboration skills.

- Preference will be given to candidates with some level of coding experience or full-stack development skills (e.g., familiarity with JavaScript, Python, SQL, or modern web frameworks).