CRM Senior Specialist

Job Overview

Lead efforts to enhance customer engagement, retention, and revenue by overseeing CRM strategies, utilizing customer data, managing lifecycle campaigns, and enabling marketing automation. Deliver actionable insights that improve customer experience and drive business results.

Key Responsibilities

• Design and implement CRM initiatives focusing on customer acquisition, engagement, loyalty, and retention goals.
• Oversee customer lifecycle programs covering onboarding, activation, repeated purchases, retention, win-back, and reactivation phases.
• Develop, execute, and refine targeted campaigns via email, SMS, push notifications, and other communication channels.
• Segment customer data by demographics, behavior, transaction history, preferences, value, and engagement levels.
• Create and manage customer journeys, automated workflows, triggers, and personalized messaging experiences.
• Ensure CRM database is accurate, complete, and well-maintained.
• Track CRM campaign metrics such as open rates, click-through rates, conversion rates, revenue generated, retention, and ROI.
• Perform A/B testing on campaigns covering content, target segments, offers, timing, and communication channels to optimize results.
• Generate regular reports, dashboards, and forecasts presenting CRM outcomes and suggested improvements to leadership.
• Analyze customer behaviors, purchasing trends, churn risks, lifetime value, and engagement patterns to identify areas for growth.
• Collaborate with marketing, e-commerce, sales, customer service, technology, data, and operations teams to facilitate integrated CRM initiatives.
• Coordinate campaign calendars, content briefs, approval processes, testing, execution, and post-campaign evaluations.
• Support loyalty programs, customer offers, promotions, and customized experiences development and execution.
• Ensure all CRM campaigns adhere to privacy laws, consent requirements, data protection standards, and company policies.
• Identify enhancements for CRM workflows, data quality, system features, reporting, and marketing automation processes.
• Manage vendor relationships related to CRM platforms, marketing automation, analytics, and relevant technologies.

Qualifications

• Bachelor's degree in Marketing, Business Administration, Data Analytics, Information Systems, or related discipline.
• Between 4 and 7 years of professional experience in CRM management, customer lifecycle marketing, retention strategies, marketing automation, or associated areas.
• Demonstrated ability to develop and execute campaigns involving customer segmentation, personalization, and lifecycle management.
• Hands-on proficiency with CRM and marketing automation tools including Salesforce, Microsoft Dynamics, HubSpot, Braze, Adobe Campaign, or equivalents.
• In-depth understanding of email, SMS, push notifications, customer loyalty, journey mapping, and retention marketing techniques.
• Strong analytical aptitude for evaluating customer data, campaign effectiveness, and business performance metrics.
• Familiarity with Microsoft Excel and visualization/reporting tools like Power BI or Tableau.
• Experience managing customer databases, ensuring data quality, marketing automation functionality, and monitoring campaign tracking.
• Excellent project management, communication, stakeholder engagement, and presentation abilities.
• Exceptional attention to detail, organizational skills, problem-solving capabilities, and multitasking efficiency.
• Knowledge of customer privacy regulations, consent handling, data security, and digital marketing compliance.
• Self-driven, commercially minded, results-focused, capable of working independently and within multiple teams.