Job Description
We are seeking a skilled and detail-oriented CRM Specialist to manage and optimize customer relationship management initiatives across the organization. This role requires strong analytical skills, hands-on experience with CRM platforms, and the ability to drive customer engagement, retention, and lifecycle marketing strategies. The ideal candidate will work closely with Marketing, Ecommerce, and Technology teams to ensure effective customer communication and data-driven decision-making.
Key Responsibilities
CRM Strategy & Execution
- Develop and execute CRM strategies aligned with business and marketing objectives.
- Manage end-to-end CRM campaigns across email, SMS, push notifications, and in-app channels.
- Create and optimize customer segmentation, targeting, and lifecycle journeys.
- Support retention, loyalty, and re-engagement initiatives to improve customer lifetime value.
Campaign Management & Optimization
- Plan, launch, and monitor CRM campaigns to ensure timely and accurate execution.
- Conduct A/B testing and performance optimization for campaigns and customer journeys.
- Analyze campaign results and customer behavior to identify improvement opportunities.
- Ensure consistent messaging and personalization across all CRM touchpoints.
Data, Analytics & Reporting
- Monitor CRM performance metrics such as engagement, conversion, and retention rates.
- Maintain clean data flow, proper event tracking, and accurate reporting.
- Prepare regular performance reports and insights for stakeholders.
- Collaborate with technical teams to ensure CRM tools are correctly integrated.
Cross-Functional Collaboration
- Work closely with Marketing, Ecommerce, Product, and Tech teams to align CRM initiatives with business goals.
- Support digital initiatives by providing customer insights and CRM best practices.
- Assist in the implementation and enhancement of CRM tools and automation processes.
Qualifications
- Bachelor's degree in Marketing, Business, Information Systems, or a related field.
- 35 years of experience in CRM, digital marketing, or customer lifecycle management.
- Hands-on experience with CRM platforms such as MoEngage, Salesforce, HubSpot, or similar tools.
- Strong understanding of customer segmentation, funnels, and engagement strategies.
- Analytical mindset with the ability to interpret data and optimize performance.
- Experience in ecommerce or digital platforms is an advantage.
- Excellent communication, organizational, and problem-solving skills.
