About the Role:

We are looking for a hands-on CRM and Customer Journey Builder who can design, execute, and continuously improve customer engagement initiatives across the lifecycle.

This is a project generalist role for someone who enjoys building processes from scratch, working with customer data, creating personalized journeys, and using automation and AI to improve engagement, conversion, retention, and customer experience.

What You Will Drive:

- 1. Build end-to-end customer journeys across onboarding, engagement, conversion, retention, reactivation, and win-back.

- 2. Plan and execute CRM campaigns across WhatsApp Business, email, SMS, push notifications, and other customer communication channels.

- 3. Create customer segments based on behaviour, demographics, transaction history, engagement, and lifecycle stage.

- 4. Develop personalized campaigns and automated communication journeys for different customer cohorts.

- 5. Manage WhatsApp Business communication flows, templates, broadcasts, and customer engagement initiatives.

- 6. Identify customer drop-offs and opportunities to improve engagement at every stage of the journey.

- 7. Set up and manage campaign triggers, workflows, reminders, alerts, and follow-up journeys.

- 8. Partner with Product, Sales, Business, Customer Experience, and Data teams to improve customer lifecycle outcomes.

- 9. Track and analyze CRM metrics such as delivery rate, open rate, click-through rate, response rate, conversion, retention, repeat engagement, and churn.

- 10. Build reports and dashboards to monitor campaign performance and customer journey effectiveness.

- 11. Run A/B tests on messaging, timing, audience segments, offers, and communication channels.

- 12. Use AI and automation to improve customer segmentation, campaign creation, personalization, and performance analysis.

- 13. Explore AI-led CRM use cases through Google and Meta MCPs.

- 14. Document CRM processes and build scalable playbooks, workflows, and operating mechanisms.

- 15. Own projects from problem identification and solution design to execution, measurement, and iteration.

What We Are Looking For:

- 1. 2 - 5 years of experience in CRM, lifecycle marketing, customer engagement, retention, growth, or customer experience.

- 2. Hands-on experience in building and managing customer journeys and CRM campaigns.

- 3. Strong understanding of customer segmentation, lifecycle stages, triggers, automation, and personalization.

- 4. Experience working with WhatsApp Business, WhatsApp API, or conversational engagement platforms.

- 5. Ability to work with CRM, marketing automation, CDP, or customer engagement tools.

- 6. Strong analytical skills with the ability to interpret customer and campaign data.

- 7. Understanding of digital and performance marketing channels, particularly Google and Meta.

- 8. Curiosity and interest in AI-led customer engagement and automation.

- 9. Strong project ownership and stakeholder management skills.

- 10. Ability to work independently in an ambiguous, fast-paced environment.

- 11. A builder mindset with the ability to take an idea from zero to one.