CRM Senior Specialist

Job Purpose

Key Responsibilities

• Develop and execute CRM strategies for acquisition, engagement, retention, and loyalty.
• Manage lifecycle programs covering onboarding, activation, repeat purchase, retention, win-back, and reactivation.
• Build and optimize email, SMS, push notification, and other customer communication campaigns.
• Segment customer databases using demographic, behavioral, transactional, preference, value, and engagement data.
• Create customer journeys, automated workflows, triggers, and personalized communications.
• Maintain customer data accuracy, completeness, and integrity within the CRM system.
• Monitor campaign performance across engagement, conversion, revenue, retention, and return on investment.
• Conduct A/B tests covering content, audiences, offers, timing, and communication channels.
• Prepare performance reports, dashboards, forecasts, and management recommendations.
• Analyze customer behavior, purchase patterns, churn risk, lifetime value, and engagement trends.
• Collaborate with marketing, e-commerce, sales, customer service, technology, data, and operations teams.
• Coordinate campaign calendars, briefs, approvals, testing, launches, and post-campaign analysis.

Required Qualifications

• Bachelor’s degree in Marketing, Business Administration, Data Analytics, Information Systems, or a related field.
• 4–7 years of relevant experience in CRM, lifecycle marketing, retention marketing, marketing automation, or a related field.
• Experience with customer segmentation, personalization, and lifecycle marketing campaigns.
• Hands-on experience with CRM and marketing automation platforms such as Salesforce, Microsoft Dynamics, HubSpot, Braze, Adobe Campaign, or similar.
• Strong knowledge of email, SMS, push notification, loyalty, customer journey, and retention marketing.
• Strong analytical skills for interpreting customer data, campaign performance, and business KPIs.
• Knowledge of Microsoft Excel and reporting or visualization tools such as Power BI or Tableau.
• Experience with customer databases, data quality management, marketing automation, and campaign tracking.
• Strong project management, communication, stakeholder management, and presentation skills.
• Knowledge of privacy, consent management, data protection, and digital marketing compliance requirements.
• Strong attention to detail, organization, problem-solving, and ability to manage multiple priorities.
• Ability to work independently and as part of a cross-functional team.