CRM Specialist

About This Role

As the CRM associate, you will be the key interface between the business and the customer. Where you will be analysing, developing and managing marketing programs that impact the entire customer's lifecycle journey - from nurturing prospects to facilitating them to loyal customers. You will work across creative, content, marketing, product and data teams to strategize and develop campaigns across digital communication channels for multiple countries.

What You'll Do

• Take ownership of managing the customer lifecycle against business objectives and customer communication channels
• Adopt a customer-centric mindset, identifying key touch points within the customer journey and develop strategies to ensure customers experiences are magical
• Understand business objectives and work with data teams to provide actionable insights
• To identify opportunities and gaps within the customer lifecycle, and subsequently recommending strategies to improve both business objectives and customer lifecycle
• Work closely with cross functional stakeholders to develop and execute ideas into communication strategies
• Track, analyze and report on performance of the Customer Lifecycle Management strategies, design and conduct A/B experiments to further optimize strategies (e.g. copy, creative or send timing)
• Build playbooks/case studies on best practices and tactics that are working well. Socialize these learnings across relevant business teams
  
  

Who You'll Be Working With

• Regional team (Content, Creative, Digital, Data & insights)
• Country marketing teams
• Product team
  
  

What We Are Looking For

• Degree in Business, Statistics, Marketing or a related discipline, preferably with at least 1-3 years relevant experience in a Customer Lifecycle Management, Business Analyst role, Customer Success, or related roles
• A dependable team player and able to work independently with strategic thinking and design thinking
• Data driven with the ability to execute meticulously and think critically
• Excellent in both verbal and written communication for a wide variety of both internal and external audiences
• Ability to slice data meaningfully and share actionable insights
• Interest in technology and customer centric marketing would be advantageous
• Experience with Marketing Automation tools like Clevertap, SFMC, Responsys, Braze, etc. is a plus.
• Experience with HTML and SQL is a plus