Job
Description
Strategic Responsibilities Own end-to-end CRM operations for the country, including commercial performance, cost optimization, and revenue generation. Drive and optimize omni-channel commercial CRM activities across E-commerce and Retail for Offline retail, Mobile app and web on a quarterly, monthly, and weekly basis. Define, track, and project key performance indicators such as Open Rate, CTR, CVR, CLTV, AOV, and Churn Rate. Ensure all campaigns comply with GDPR, CAN-SPAM, and data protection regulations, while adhering to brand guidelines and contact policies. Proactively align the CRM calendar with cross-functional teams including Loyalty, Onsite, Marketplace, AdTech, Partnerships, and more. Manage channel budgets and voucher spend efficiently. Monitor and optimize user cohorts including Uninstallers, Churned, Loyal, Engaged, and New Users. Build robust segmentation strategies based on customer behavior, preferences, transactional data, and event triggers. Collaborate with Product, Analytics, Creative, and Tech teams to deliver personalized and impactful customer journeys. Deploy product level functionalities to the CRM such as attributions, tracking, API integrations etc. Execution Responsibilities Manage and operate CRM platforms such as Braze, ensuring timely and accurate campaign execution. Launch and manage daily promotional campaigns across multiple channels—Email, SMS, App Push, In-App Messaging, and WhatsApp. Write compelling and channel-optimized content for Push Notifications, Emails, SMS, and WhatsApp campaigns to drive engagement and conversion. Collaborate closely with cross-functional teams (Creative, Content, Tech, and Product) to develop and deliver campaign assets—designs, templates, and copy. Build and implement automated lifecycle journeys for various stages including onboarding, retention, reactivation, and win-back. Segment audiences effectively using behavioral, demographic, and transactional data to ensure highly targeted communications. Conduct A/B testing to continuously improve campaign performance; analyze results and apply insights for ongoing optimization. Create responsive and visually appealing email templates using HTML/CSS as needed. Monitor and evaluate campaign performance through tracking platforms such as Adjust, Braze Analytics, and Google Analytics to ensure accurate attribution. Reporting Responsibilities Maintain detailed records of CRM campaign performance and share regular insights with relevant stakeholders. Provide data-driven recommendations based on historical trends and campaign outcomes to inform future strategy. Continuously evaluate CRM effectiveness and suggest actionable improvements. Requirements: 4–6 years of experience in CRM, preferably in an e-commerce or retail environment. Strong knowledge of CRM tools, customer data, and segmentation logics. Analytical mindset with experience using tools like Google Analytics, Power BI, etc. Understanding of HTML & email best practices is a plus. Ability to work cross-functionally in a fast-paced, agile environment. Strong communication, project management, and organizational skills. Pro-active and collaborative mindset. Show more Show less
