CRM Associate

• Support the CRM Manager in executing customer lifecycle strategies to onboard, engage, upsell, encourage repeat purchases, and reduce churn across web, app, and retail channels.

• Set up, maintain, and optimize always-on automated CRM journeys and campaigns across eDM, SMS, app push notifications, in-app messages, and other owned communication channels.

• Manage CRM campaign calendars, including audience segmentation, list building, campaign setup, quality assurance testing, execution, and performance tracking.

• Maintain accurate customer data in the CRM platform, monitor data quality and workflow issues, and escalate system or data-related concerns where necessary.

• Analyse campaign and customer behaviour data to evaluate conversion, retention, and repeat-purchase performance; prepare dashboards, reports, and presentation materials with actionable recommendations.

• Collaborate with Marketing, Sales, Country, Analytics, and Operations teams to deliver CRM initiatives, improve customer journeys, and support ongoing process documentation and user training.