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CLM & MIS Manager – OTT & Digital Media
Career Experts · posted 1 month ago
Mumbaimarketing
About the role
Hiring for Dangal Play (https://www.dangalplay.com/about-us)
Job Description
CLM & MIS Manager – OTT & Digital Media
Experience:
2–4 Years
Industry:
OTT / Entertainment / Digital Media
Employment Type:
Full-time
Department:
Marketing / CRM
Location:
Mumbai / India
Reporting To:
Growth Biz Lead
About the Role
We are looking for a detail-oriented and analytical MIS & CLM Manager to manage business reporting, campaign MIS, customer lifecycle management and CRM operations for our OTT platform.
The role will involve working closely with the Performance Marketing, CRM, Product, Content, Data Analytics and Business teams to track customer behaviour, campaign performance, subscriptions, renewals and churn.
The ideal candidate should be strong in Excel, data analysis, reporting and CRM campaign management , with the ability to convert data into actionable insights.
Key Responsibilities
1. MIS & Business Reporting
● Prepare daily, weekly and monthly MIS reports for the OTT business.
● Track key business metrics including:
○ New subscriptions
○ Active subscribers
○ Renewals
○ Churn
○ Revenue
○ ARPU
○ LTV
○ CAC/CPS
○ Retention
○ Conversion rate
○ Campaign performance
● Create dashboards and reports for management reviews.
● Consolidate data from multiple sources and ensure accuracy.
● Identify deviations, trends and anomalies in business performance.
● Maintain regular reporting trackers and automated MIS wherever possible.
● Prepare ad-hoc reports and analysis as required by management.
2. Marketing & Campaign MIS
● Track performance of Meta, Google, YouTube and other acquisition channels .
● Prepare campaign-level reports covering spend, impressions, clicks, installs, subscriptions, CPS/CAC and revenue.
● Analyse performance by:
○ Campaign
○ Platform
○ Creative
○ Audience
○ Geography
○ Language
○ Content/title
○ Subscription plan
● Work with the Performance Marketing team to identify campaign-level opportunities.
● Track daily spends and business targets against actual performance.
● Highlight major performance changes and provide actionable insights.
3. CLM / CRM Campaign Management
● Support end-to-end Customer Lifecycle Management (CLM) for OTT subscribers.
● Manage customer journeys across different lifecycle stages:
○ New users
○ Registered users
○ Trial users
○ Paid subscribers
○ Active subscribers
○ Expiring subscribers
○ Lapsed users
○ Churned users
○ Win-back users
● Create customer segments based on behaviour, subscription status, content consumption and engagement.
● Coordinate CRM campaigns through Push Notifications, Email, SMS, WhatsApp and in-app communication .
● Create campaign briefs, audience segments and communication requirements.
● Coordinate with creative and content teams for campaign assets.
● Schedule and execute campaigns as per the CRM calendar.
4. Customer Segmentation
● Build and maintain customer segments based on:
○ Subscription plan
○ Subscription tenure
○ Recency
○ Frequency
○ Content consumption
○ Language preference
○ Engagement
○ Device
○ Geography
○ Payment behaviour
● Identify high-value customers and customers at risk of churn.
● Develop segments for cross-sell, upsell, renewal and win-back campaigns.
● Analyse customer cohorts and lifecycle behaviour.
5. Campaign Performance & Insights
● Track CRM campaign performance including:
○ Delivered
○ Open rate
○ Click-through rate
○ Conversion rate
○ Renewal rate
○ Unsubscribe rate
○ Revenue generated
○ Reactivation
● Conduct A/B testing of:
○ Communication
○ Offers
○ Subject lines
○ Push copy
○ Creative
○ Timing
○ Audience segments
● Prepare post-campaign reports and identify learnings.
● Recommend improvements to increase engagement, retention and conversions.
6. Retention & Churn Analysis
● Monitor subscriber retention and churn trends.
● Identify key reasons and behavioural patterns associated with churn.
● Analyse retention across different cohorts, plans, languages and acquisition sources.
● Identify users who are likely to churn and support targeted retention campaigns.
● Track renewal and win-back performance.
● Work with the CRM and business teams to develop retention strategies.
7. Data Management
● Ensure accuracy and consistency across MIS and CRM databases.
● Perform regular data validation and reconciliation.
● Maintain master trackers and campaign databases.
● Coordinate with Data/Tech teams to resolve data discrepancies.
● Maintain proper documentation of reports, segments and campaign data.
Tools & Platforms
Must Have
Microsoft Excel – Advanced
Strong knowledge of:
● Pivot Tables
● XLOOKUP / VLOOKUP
● INDEX-MATCH
● SUMIFS / COUNTIFS
● IF formulas
● Conditional formatting
● Data validation
● Charts
● Power Query
● Dashboard creation
Analytics / Reporting
● GA4
● Looker Studio
● Power BI – preferred
● SQL – basic to intermediate preferred
CRM / CLM Platforms
Experience with any of the following is preferred:
● CleverTap
● MoEngage
● WebEngage
● Netcore
● Braze
● Salesforce Marketing Cloud
Marketing / Data Platforms
● AppsFlyer
● Google Ads
● Meta Ads Manager
● Firebase
● Mixpanel – preferred
Experience with CleverTap, MoEngage, WebEngage or similar engagement platforms is particularly valuable for an OTT CLM role.
Key Skills Required
● Strong analytical and numerical ability
● Advanced Excel skills
● Good understanding of customer lifecycle
● Strong reporting and dashboarding skills
● Data interpretation and insight generation
● Customer segmentation
● CRM campaign management
● Retention and churn analysis
● A/B testing
● Attention to detail
● Strong coordination skills
● Ability to work with large datasets
● Good communication skills
● Ability to work under tight deadlines
OTT / Entertainment Experience – Preferred
Candidates with experience in OTT, D2C, subscription businesses, e-commerce, media, telecom, gaming or digital products will be preferred.
Experience with a subscription-based business model will be an added advantage.
Understanding of OTT metrics such as subscriber acquisition, activation, engagement, retention, renewal, churn, ARPU, LTV and CPS/CAC will be highly valuable.
Key KPIs for the Role
The success of this role will be measured on:
● MIS accuracy and timeliness
● Reporting turnaround time
● Data quality
● CRM campaign execution
● Customer engagement
● Renewal rate
● Retention rate
● Churn reduction
● Reactivation / win-back
● CRM revenue contribution
● Campaign conversion rate
● Quality of insights and recommendations
Education
Bachelor's degree in:
● Business / Management
● Marketing
● Statistics
● Economics
● Commerce
● Data Analytics
● Computer Science
● Engineering
MBA / PGDM in Marketing, Analytics or related fields will be an advantage.
Ideal Candidate
We are looking for someone who is highly analytical, detail-oriented and commercially aware .
The ideal candidate should not only prepare reports but also be able to answer:
“What is happening, why is it happening, and what should we do next?”
The person should have a strong understanding of data + customer behaviour + CRM , and should be comfortable working in a fast-paced OTT environment where business performance, subscriber growth and retention are key priorities.