Automation Specialist

Talent Corner HR Services Pvt Ltd · India

Industry: Fitness

Location: Kemps corner, Grant Road.

Designation: Automation Analyst (Full Time)

WORK IN OFFICE ( 5 DAYS)

Please note: candidates looking for remote or hybrid please do not apply

Experience: ● 1-5 years of experience in product, CRM, growth, or systems roles

Qualification: Tech Qualification (B Tech, BE- understands coding is must) This is a must have

Working time 9.30am to 6.30am

Ctc : UPTO 12 LPA only (hike depends on market % , skillsets, years of experience)

JOB DESCRIPTION

We are a globally recognized, premium fitness brand delivering a distinctive, results-driven

barre workout experience. With a strong presence across key international markets and a growing

footprint in India, We represents luxury, precision, and an uncompromising commitment to client excellence.

As we scale, we are building a next-generation unified tech ecosystem that powers the entire client

journey — from lead acquisition to retention — through a seamless integration of CRM, operations, communication, and AI.

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.

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.

The role will ensure:

● A single source of truth for all client data

● Seamless real-time system integration

● Automated workflows across the client lifecycle

● Data-driven insights across sales, operations, and retention

RESPONSIBILITIES:

1) CRM & Client Intelligence Ownership

a) Build and manage a centralized CRM system with complete 360° client profiles (attendance, purchases, engagement, communication history)

b) Design and implement lifecycle tagging (new → active → at-risk → churned)

c) Own the lead-to-member conversion pipeline and ensure effective tracking

0and follow-ups

d) Enable full visibility of the client journey across all touchpoints

2) Communication & Automation Systems

a) Set up and manage the unified communication ecosystem (WhatsApp,

Instagram, email, web chat) via Intercom. Build and optimize automated

workflows for:

i) Lead nurturing

ii) Trial follow-ups

iii) Retention and win-back campaigns

b) Milestones, birthdays, and engagement triggers

c) Ensure all communication is behaviour-triggered and data-driven

d) Oversee AI agent performance, lead qualification, and handoff to sales

teams

3) Feedback, NPS & Helpdesk Systems

a) Implement and manage post-class feedback and NPS systems.

b) Ensure feedback is linked directly to client profiles for actionable insights.

c) Build and manage the helpdesk/ticketing system with SLA tracking and

escalation workflows.

d) Enable real-time alerts for negative feedback and critical issues.

e) Track resolution metrics and continuously improve service response quality

4) Momence Integration Ownership

a) Own the deep API integration between Momence and internal systems.

b) Ensure real-time, bi-directional sync of:

i) Bookings

ii) Attendance

iii) Purchases

iv) Client data

c) Design and implement event-based triggers from Momence data:

i) Missed class → follow-up workflows

ii) Inactivity → churn prevention journeys

iii) Purchases → onboarding and upsell journeys

d) Eliminate manual data handling and ensure full system automations.

e) Maintain data consistency across CRM, communication tools, and reporting

systems

5) Analytics, Reporting & Insights

a) Build and manage dashboards for:

i) Retention and churn

ii) Revenue (per client, class, instructor)

iii) Marketing attribution

b) Implement automated daily and monthly reporting with AI-driven insights.

c) Ensure a unified reporting layer across sales, operations, and finance.

d) Identify trends, gaps, and opportunities to improve performance

6) AI & Personalisation Systems

a) Implement AI-driven features including:

i) Class 0recommendations

ii) Churn prediction models

iii) Dynamic pricing strategies

b) Enable personalised communication and content based on client behaviour.

c) Continuously improve AI models based on data and outcomes

7) Cross-Functional Collaboration

a) Work closely with Sales, Operations, and CST teams to ensure system

adoption and effectiveness.

b) Act as the bridge between business teams and technology systems.

c) Drive training, SOPs, and best practices for system usage.

d) Continuously gather feedback and improve system workflows

REQUIREMENTS:

● 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).