CRM Manager

A company is seeking a skilled individual to assume the role of a CRM Manager. The perfect candidate will be responsible for devising and executing cross-channel communication strategies to enhance customer engagement, retention, onboarding, and usage metrics across various product verticals. Primary duties include utilizing channels such as push notifications, email, and in-app notifications to drive platform usage efficiently.

The CRM Manager will closely collaborate with various teams such as Marketing, Product, Creative, Legal, Compliance, and MarTech to deliver campaigns that are both timely and compliant while also being tailored to the target audience. In-depth knowledge of the company's products, the customer lifecycle, identifying consumer touchpoints, and formulating strategies to meet business goals and satisfy customer needs is imperative for this role. Key attributes sought include strong leadership, effective communication skills, exceptional organization, attention to detail, a willingness to leverage AI tools for optimization, and the ability to handle multiple projects in a fast-paced, collaborative environment.

Responsibilities

• Devise and implement a comprehensive lifecycle CRM strategy focused on enhancing user engagement, retention, onboarding, and reactivation via personalized campaigns and experiences.

• Design and execute end-to-end marketing automation processes for email, push notifications, in-app messages, and web notifications, encompassing activities from segmentation to delivery and analysis for continuous enhancement.

• Assume ownership of the CRM tech stack, ensuring efficient operation, identifying improvement prospects, including segmentation strategies, channel configurations, data flows, and automation frameworks.

• Work alongside the MarTech team to establish and sustain API-driven triggers, data integrations, and real-time event pipelines for scalable, data-informed campaign management.

• Establish and maintain HTML/CSS for email and web templates, ensuring compliance with brand guidelines, responsive design, and consistent rendering across various platforms.

• Utilize customer behavior data to personalize experiences, boost upselling opportunities, and expand user engagement across the product portfolio.

• Apply industry best practices in CRM for personalization, A/B testing, journey mapping, and attribution to enhance campaign performance continually.

• Integrate AI and machine learning tools to improve personalization, optimize delivery times, streamline content creation, and scale campaign activities effectively.

• Take charge of campaign reporting and performance assessment, interpreting data to derive actionable insights for refining messaging, timing, audience segmentation, and channel selection.

• Collaborate cross-functionally with different teams to develop go-to-market strategies aligned with organizational objectives, including Product, Marketing, Legal, Creative, Compliance, and Technology teams.

• Responsible for coordinating with local legal and compliance teams to ensure CRM campaigns adhere to regional regulations, particularly in regulated markets.

• Devise engagement strategies such as gamification, challenges, and incentive models to boost platform retention and drive essential usage metrics.

Responsibilities

• Previous experience of 4–6 years in CRM, Lifecycle Marketing, Growth, or Retention Marketing roles.

• Hands-on experience with CRM and CDP platforms, particularly adept at building, quality assurance, and optimizing campaigns directly using tools such as Braze.

• Proficient in HTML/CSS for development of email and web messages, with experience in responsive design and cross-platform rendering principles.

• Familiarity with REST APIs, CRM event data consumption, and integration with external systems while collaborating effectively with MarTech and engineering teams.

• Proficient in CRM setup and functioning, including segmentation design, channel management, data integration, and automation processes.

• Strong analytical skills to analyze campaign performance, comfort with BI tools, and data querying, with an added bonus if experienced in SQL.

• Interest in incorporating AI tools into CRM workflows for enhanced personalization, predictive segmentation, optimization, and automation.

• Sound knowledge of lifecycle marketing practices including personalization, journey design, A/B testing, and campaign attribution.

• Exceptional organizational skills to manage multiple campaigns and projects simultaneously with precision.

• Effective cross-functional communication abilities to navigate between Marketing, Product, Legal, and Technology stakeholders.

• Knowledge of digital assets, cryptocurrency, and Web3 ecosystems is preferred.

• Experience in regulated industries like crypto, fintech, or gaming is advantageous.