CRM Manager

To manage, execute, and optimize CRM strategies, lifecycle campaigns, and customer engagement initiatives by leveraging data-driven insights, marketing automation platforms, and cross-functional collaboration to enhance customer engagement, retention, and volumes.

Responsibilities

• Customer Relationship Management

  • Develop multi-channel lifecycle campaigns (onboarding, retention, reactivation).
  • Create data-driven segments and personalized messaging.
  • Run A/B tests to optimize performance.
  • Analyze campaign results and recommend improvements.

• Braze Platform Expertise

  • Build and execute campaigns in Braze (email, push, in-app).
  • Create automated journeys and workflows.
  • Manage customer data and segmentation within Braze.
  • Continuously optimize using Braze’s advanced features.

• Data Analysis & Reporting

  • Monitor KPIs (open, click, conversion rates).
  • Generate insights on customer behavior and opportunities.
  • Produce regular performance reports with actionable recommendations.

• Cross-Functional Collaboration

  • Partner with marketing, product, support, and ops to align CRM efforts.
  • Support incident communications with clear, timely messaging.
  • Coordinate planning to ensure CRM systems meet business needs.

• Technical Skills

  • Knowledge of HTML/CSS and Liquid for dynamic emails.
  • Basic SQL for data extraction and analysis.
  • Experience with APIs and CRM tools (Braze, Salesforce, etc.).

• Strategy & Planning

  • Contribute to the development and execution of the Division’s ABCs and OKRs, while ensuring alignment with other Functions' heads.
  • Make critical decisions that support the Division's strategic and tactical direction.
  • Establish the plans for the respective functions/teams and provide inputs that support the Division’s goals and objectives.
  • Measure and track relevant OKRs and metrics to ensure the achievement of goals and take corrective actions when necessary.

• Governance and Resilience

  • Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner.
  • Ensure GDPR and data-protection compliance.
  • Maintain high standards of data security in customer communications.

Qualifications

• 3–5 Years in CRM – Proven experience in CRM, preferably within a tech, app, or e-commerce/food delivery company.
• Hands-On with Braze – At least 1–2 years of daily use with Braze for setting up campaigns, segments, and automations.
• Campaign Execution at Scale – Led large-scale, multi-segment CRM campaigns across millions of users with measurable business impact.
• Cross-Functional Collaboration – Worked closely with product, analytics, support, and tech teams to align CRM with broader business goals.
• Bachelor’s Degree – Typically in Marketing, Business Administration, Data Science, or a related field.
• CRM Platform Certifications – Braze-certified or other marketing automation tools (Salesforce Marketing Cloud, Iterable, etc.).
• Analytics Courses – Education or certifications in data analytics (e.g., Google Analytics, SQL, or Tableau) are beneficial.