Below is an overview of the main responsibilities you’ll take on in this role.

Customer Engagement:

• Apply a strategic CRM approach in customer engagement initiatives, actively supporting product marketing, business, and operations teams.

• Take charge of the campaign management lifecycle, including creating CRM plans, creative briefs, PRDs, and setting up campaigns.

• Utilize advanced segmentation, automation, and personalization to deliver relevant messages to the right audience at scale.

Channel Management:

• Manage the utilization of CRM channels, including email, push notifications, in-app messages, WhatsApp, and content cards, by applying best practices from past learnings.

• Manage CRM communication calendar to ensure effective delivery by taking into account priorities, channels, and segments, while accommodating requests from other teams.

• Partner with the IT team during integrations, development, quality assurance, and troubleshooting efforts.

Performance Optimization:

• Develop and execute actionable strategies to improve CRM performance, focusing on key campaign metrics such as channel opt-ins, delivery rates, open rates, and click rates.

• Translate performance insights into practical recommendations that drive overall business objectives, addressing both direct and influencing metrics.

• Drive measurable impact through structured experimentation with A/B and multivariate testing.

• Continuously improve CRM capabilities, best practices, and operational processes by applying innovative solutions