Responsibilities
- Plan, execute, and optimize multichannel CRM campaigns across email, push notifications, in-app messages, and SMS.
- Coordinate lifecycle campaigns including onboarding, reactivation, retention, win-back, and upsell journeys.
- Develop and manage content calendars and ensure timely delivery of messages across all touchpoints.
- Create dynamic segments based on behavior, demographics, purchase history, and lifecycle stages.
- Implement personalized messaging strategies using rules, triggers, and user attributes.
- Work closely with Data and Product teams to enhance segmentation capabilities.
- Build and manage automated journeys and workflows using CRM platforms (e.g., Salesforce, Braze, MoEngage, HubSpot, Iterable).
- Monitor and troubleshoot any issues related to campaign delivery, tracking, or user triggers.
- Define KPIs and analyze campaign effectiveness: open rates, click-throughs, conversions, and churn.
- Create dashboards and regular reports to assess performance and identify areas for improvement.
- Run A/B tests to validate hypotheses and optimize creative, messaging, and timing.
- Collaborate with Product, Growth, Design, and Data teams to align messaging with customer experience goals.
Requirement
- 1–2 years of experience in CRM or market research
- Basic understanding of CRM platforms (e.g., Salesforce, Braze, HubSpot, or similar).
- Strong interest in customer behavior analysis, segmentation, and lifecycle marketing.
- Familiarity with spreadsheets and basic data analysis tools (Excel, Google Sheets; knowledge of SQL is a plus).
- Excellent attention to detail and strong organizational skills.
- Good communication and collaboration skills.
- Proactive, eager to learn, and comfortable working in a fast-paced environment.
Bonus Point If
- Bonus point if: Experience in a digital-first or mobile app environment (e.g., fintech, e-commerce, SaaS).
- Understanding of customer retention, churn metrics, and cohort analysis.
- Basic knowledge of HTML/CSS for email customization.