Title: Customer Relationship Management (CRM) Specialist

Job summary

We are looking for a proactive Customer Relationship Management (CRM) Specialist to support the development and execution of customer engagement strategies across digital channels. This role focuses on managing customer journeys, leveraging data insights, and executing lifecycle campaigns to strengthen customer relationships and improve retention.

The successful candidate will own the day-to-day execution of lifecycle campaigns and customer journeys across email, SMS, and messaging channels, help analyze customer behavior and campaign performance, and support initiatives that enhance the overall customer experience across online and in-store touchpoints. They will do so in close collaboration with the Digital Strategy Manager

Key duties and responsibilities

Campaign & Customer Journey Management

o   Design and execute CRM campaigns across platforms such as Email, SMS, and Viber, ensuring timely delivery and accurate segmentation.

o   Develop and execute customer journey flows, including onboarding, retention, re-engagement, and promotional campaigns.

o   Coordinate with internal teams to align CRM campaigns with product launches, promotions, and seasonal initiatives

o   Initiate CRM efforts tied to the ecommerce platform, including automated journeys and promotional messaging.

o   Own daily operations of the CRM platform (list management, workflows, automations, QA) to maximize feature utilization.

o   Coordinate with design and content teams for the production of campaign materials.

o   Partner with ecommerce and customer care teams to design journeys triggered by site behavior and service interactions (abandoned cart, post-purchase, service recovery)

Segmentation Strategy

o   Monitor and manage customer segments and audiences to ensure relevant communication and targeted messaging.

o   Maintain and update customer databases while ensuring data accuracy and proper segmentation.

o   Continuously test and roll out new CRM features (advanced segmentation, triggers, A/B tests, dynamic content) to improve performance.

Customer Data & Insights

o   Coordinate with third-party vendors, Data, and IT teams to ensure the proper maintenance, functionality, and optimization of customer engagement platforms.

o   Analyze customer engagement and campaign performance metrics to identify opportunities for improving retention and conversion.

o   Build regular dashboards or reports (weekly/monthly) on retention, repeat purchase, and campaign KPIs, and present key insights to the Digital and Brand teams

o   Assist in preparing reports on customer behavior, campaign results, and lifecycle performance.

o   Work with the Brand Team to translate insights into actionable CRM strategies.

Performance indicator

·        Customer Retention Rate

·        Repeat Purchase Rate

·        Average Basket Value

·        Customer Lifetime Value

·        Click Thru Rate

·        Conversion Rate

·        Return on Investment

Qualifications

·        2+ years of experience in CRM, digital marketing, or ecommerce marketing.

·        Hands-on experience with at least one CRM or Marketing Automation Platform  (Klaviyo, Braze, Hubspot, or similar)

·        Experience running email/SMS campaigns end-to-end (segmentation, setup, QA, reporting)

·        Bachelor's Degree in Marketing, Advertising, Business, or a related field.

·        Proficiency in Excel and PowerPoint, with the ability to interpret data

·        Strong communication skills and a proactive approach to learning and problem-solving.

·        An enthusiastic team player with a keen interest in digital marketing trends and technologies.

·        Familiarity with the Shopify ecommerce platform is beneficial but not required.