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.
Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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
6+ 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
Degree in Marketing, Business, Communications, or a related field.#J-18808-Ljbffr