Role Overview
We are seeking an experienced and data-driven CRM Marketing Lead to own and optimize all customer lifecycle communications across multiple channels — including Web Push Notifications, App Push Notifications, Email Marketing, SMS Marketing and WhatsApp Marketing. The role will focus on both automated journeys and promotional campaigns, with a strong emphasis on customer retention, engagement and loyalty growth.
The ideal candidate will have a proven track record in CRM strategy execution, marketing automation and performance tracking, as well as the ability to collaborate cross-functionally with content, design, product and sales teams.
Key Responsibilities
1. CRM Strategy & Execution
- Develop and execute a comprehensive multi-channel CRM strategy to engage, retain and reactivate customers.
- Manage end-to-end customer communication flows — from campaign ideation to execution and performance analysis.
- Define and implement automated journeys for onboarding, engagement, churn prevention and win-back.
2. Channel Ownership
- Lead all Web Push Notification campaigns, ensuring relevant targeting and impactful messaging.
- Manage App Push Notifications to drive app engagement and repeat transactions.
- Oversee Email Marketing — newsletters, promotions and lifecycle campaigns.
- Execute SMS and WhatsApp Marketing for time-sensitive and high-impact communications.
3. Retention & Loyalty
- Monitor retention metrics and identify opportunities to improve repeat purchase rates.
- Support the development and promotion of the customer loyalty program.
- Work with analytics to segment audiences based on behavior, purchase history, and engagement.
4. Performance Tracking & Optimization
- Set KPIs for each CRM channel and ensure campaigns meet or exceed performance goals.
- Conduct A/B testing to optimize message copy, design, timing, and targeting.
- Analyze campaign performance data to derive actionable insights for continuous improvement.
5. Cross-functional Collaboration
- Work closely with content and design teams to ensure all communications are visually engaging and brand-compliant.
- Partner with product and tech teams to improve CRM tools, integrations, and data flows.
- Align with performance marketing to ensure consistency between acquisition and retention efforts.
Requirements
Experience & Skills:
- 5+ years in CRM marketing, retention marketing, or lifecycle marketing, preferably in e-commerce or digital-first businesses.
- Hands-on experience with CRM tools and marketing automation platforms (e.g., Klaviyo, MoEngage, WebEngage, Braze, or similar).
- Proven success in managing multi-channel CRM campaigns.
- Strong analytical skills with experience in segmentation, reporting, and data-driven decision-making.
- Excellent copywriting skills for concise, persuasive customer communications.
- Ability to work independently and manage multiple projects simultaneously.
Education:
- Bachelor’s degree in Marketing, Business, Communications, or a related field.
Job Type: Full-time
