Deskripsi pekerjaan
Responsibilities
- Develop and oversee the end-to-end CRM strategy across customer lifecycle stages鈥攁cquisition, onboarding, engagement, retention, and reactivation.
- Plan, execute, and continuously optimize multi-channel CRM campaigns (email, push notifications, SMS, in-app messages, etc.) to maximize customer engagement and conversion.
- Lead the implementation of advanced segmentation techniques and personalization strategies using customer data and behavioral insights.
- Design and maintain automated and trigger-based customer journeys that align with user behavior and product usage patterns.
- Monitor campaign performance metrics (open rates, CTR, retention rates, churn, LTV) and create actionable insights for ongoing optimization. Prepare regular performance reports and forecasts.
- Manage CRM tools/platforms and oversee the CRM budget, ensuring maximum ROI and scalability.
- Work closely with Business, Product, Data, Marketing, and Tech teams to ensure CRM strategies are aligned with broader business and product goals.
- Ensure CRM activities comply with data privacy regulations and internal policies.
Requirement
- Minimum 5 years of experience in CRM, customer lifecycle marketing, or a related field.
- Proven track record of managing large-scale CRM strategies and campaigns.
- Expertise in CRM tools/platforms (e.g., Salesforce, Braze, MoEngage, HubSpot).
- Strong analytical skills with experience in A/B testing, reporting, and customer data analysis.
- Deep understanding of customer behavior, segmentation, and retention strategies.
- Excellent communication, project management, and leadership skills.
