CRM & Growth

Job Summary

As a CRM & Growth, you will lead efforts to enhance the customer journey through data-driven strategies, segmentation, and lifecycle management. This role will focus on improving customer acquisition, retention, engagement, and conversion rates by optimizing CRM tools and processes. You’ll work closely with the CRM team and collaborate with cross-functional teams to design and implement CRM improvement projects that align with our business goals.

Key Responsibilities

CRM Strategy & Management

• Develop and execute advanced CRM strategies to improve user acquisition, retention, engagement, and loyalty.

• Lead the design and execution of multi-channel campaigns (email, push notifications, WhatsApp, in-app messages).

• Map out end-to-end customer journeys to ensure seamless and personalized user experiences across all touchpoints.

Automation & Workflow Optimization

• Build, manage, and optimize automated marketing workflows and journeys using CRM tools (e.g., CleverTap, HubSpot, Braze).

• Implement and refine trigger-based automation for lifecycle events like onboarding, retention, and reactivation.

• Coordinate with technical teams to integrate and maintain CRM automation systems with external platforms.

Tracking & Data Analytics

• Set up and manage CRM tracking mechanisms to monitor customer behavior and campaign performance.

• Ensure all campaigns are tracked accurately, including UTM parameters and event-based tracking setups.

• Collaborate with data teams to ensure proper integration of tracking tools (e.g., Google Analytics, AppsFlyer) into the CRM platform.

• Analyze customer lifecycle data and provide insights to optimize engagement and retention strategies.

Data-Driven Segmentation & Personalization

• Create and manage customer segments using behavioral, demographic, and transactional data.

• Drive personalization by implementing dynamic content, tailored offers, and targeted recommendations.

• Refine segmentation models based on performance and insights from campaign tracking.

Performance Analysis & Reporting

• Monitor and report on key CRM metrics, including engagement, retention, and ROI.

• Conduct A/B testing on campaigns, automation flows, and customer journeys to optimize performance.

• Use data-driven insights to recommend strategies for improving campaign effectiveness.

Qualifications

• Min. 2 years of professional-level CRM experience in a data-driven marketing environment.

• Proficiency with CRM tools (e.g., CleverTap, HubSpot, Braze, or similar platforms).

• Strong ability to analyze and interpret data to inform strategies and decisions.

• Proven experience in creating and managing advanced customer segmentation models.

• Skilled in managing and executing CRM improvement projects end to end.

• Ability to work cross-functionally with marketing, data, product, and support teams.

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