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.
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Responsibilities
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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.
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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.
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Data Analysis & Reporting
- Monitor KPIs (open, click, conversion rates).
- Generate insights on customer behavior and opportunities.
- Produce regular performance reports with actionable recommendations.
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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.
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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.).
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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.
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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.
