JOB DESCRIPTION: CRM / Retention Specialist
Job Responsibilities
Customer Lifecycle Strategy: Develop and execute end-to-end retention strategies to increase Customer Lifetime Value (CLV), reduce churn, and drive repeat purchases.

Campaign Management: Plan and deploy targeted marketing campaigns across multiple channels (Email, SMS, Push Notifications, In-app messaging) using CRM automation tools.

Segmentation & Personalization: Analyze customer data to create granular segments (e.g., lapsed customers, high-value spenders, cart abandoners) and deliver personalized messaging at the right touchpoints.

Loyalty Programs: Manage and optimize the brand’s loyalty program (points, tiers, exclusive rewards) to incentivize engagement and brand advocacy.

A/B Testing & Optimization: Continuously test subject lines, content, timing, and offers to optimize conversion rates and engagement metrics.

Automation Workflows: Build and maintain automated CRM flows (e.g., Welcome series, Post-purchase follow-ups, Re-engagement campaigns) to nurture leads and retain existing customers.

Data Analysis & Reporting: Track and report on key retention KPIs (Churn Rate, Repeat Purchase Rate, CLV, Email Open/Click-through rates). Provide actionable insights to improve future campaigns.

Cross-functional Collaboration: Work closely with the E-commerce, Performance Marketing, and Product teams to ensure a consistent, personalized customer experience across all stages of the funnel.

Job Requirements
Education: Bachelor’s degree in Marketing, Business, Data Science, or a related field.

Experience: 2–4+ years of experience in CRM, Lifecycle Marketing, or Retention Marketing (ideally within the E-commerce or Subscription-based industries).

Technical Skills:

Hands-on experience with CRM/Marketing Automation platforms (e.g., Salesforce, Hubspot, Braze, Klaviyo, MoEngage, or Insider).

Strong Data Analysis skills (SQL proficiency or advanced Excel/Google Sheets is a major plus).

Understanding of Customer Segmentation and funnel analytics.

Soft Skills:

Strategic Thinking: Ability to see the "big picture" of customer behavior and translate it into actionable retention tactics.

Creative Mindset: Ability to craft compelling narratives and incentives that drive action.

Attention to Detail: Meticulous approach to setting up complex automation triggers and audience rules.

Benefits
Competitive Compensation: Attractive salary + performance bonuses based on retention and growth KPIs.

Insurance: Full social, health, and unemployment insurance in accordance with local labor laws.

Professional Growth: Access to industry-leading marketing tools, training workshops, and potential for rapid career progression to CRM Manager or Retention Lead.

Environment: Dynamic, data-driven team with significant influence on the brand's long-term growth strategy.

Well-being: Flexible working arrangements, competitive leave policy, and team building activities.

Industry Keywords: CRM, Lifecycle Marketing, CLV, Churn Prevention, Email Marketing, Marketing Automation, Segmentation, Personalization, Loyalty Program.

Attributes: Analytical, Customer-centric, Creative, Strategic, Data-driven.

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