CRM Senior Specialist

Job Purpose

CRM and Lifecycle Management

• Develop and execute CRM strategies for customer acquisition, engagement, retention, and loyalty.
• Manage onboarding, activation, repeat purchase, retention, win-back, and reactivation programs.
• Plan, build, and optimize email, SMS, push notification, and other customer communication campaigns.
• Segment customer databases by demographics, behavior, transaction history, preferences, value, and engagement.
• Create customer journeys, automated workflows, triggers, and personalized communications.

Campaign Performance and Data

• Maintain the accuracy, completeness, and integrity of customer data in the CRM system.
• Monitor open rates, click-through rates, conversion, revenue, retention, and return on investment.
• Conduct A/B testing of campaign content, audience segments, offers, timing, and channels.
• Prepare CRM reports, dashboards, forecasts, and management recommendations.
• Analyze customer behavior, purchase patterns, churn risk, lifetime value, and engagement trends.

Collaboration and Improvement

• Collaborate with marketing, e-commerce, sales, customer service, technology, data, and operations teams.
• Coordinate campaign calendars, briefs, content requirements, approvals, testing, launches, and post-campaign analysis.
• Support loyalty programs, customer offers, promotions, and personalized experiences.
• Ensure campaigns comply with privacy, consent, data protection, and communication policies.
• Improve CRM processes, data quality, system functionality, reporting, and marketing automation.
• Manage CRM, marketing automation, analytics, and technology vendors when required.

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 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 and ability to interpret customer data, campaign performance, and business KPIs.

Tools and Professional Skills

• 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.
• Strong attention to detail, organization, problem-solving, and ability to manage multiple priorities.
• Self-motivated, commercially aware, results-oriented, and able to work independently and cross-functionally.