We are seeking an experienced and data-driven CRM Marketing Lead to own and optimize all customer lifecycle communications across multiple channels - including Web Push Notifications, App Push Notifications, Email Marketing, SMS Marketing and WhatsApp Marketing. The role will focus on both automated journeys and promotional campaigns, with a strong emphasis on customer retention, engagement and loyalty growth.

The ideal candidate will have a proven track record in CRM strategy execution, marketing automation and performance tracking, as well as the ability to collaborate cross-functionally with content, design, product and sales teams.

Key Responsibilities:

1. CRM Strategy & Execution:

- Develop and execute a comprehensive multi-channel CRM strategy to engage, retain and reactivate customers.

- Manage end-to-end customer communication flows - from campaign ideation to execution and performance analysis.

- Define and implement automated journeys for onboarding, engagement, churn prevention and win-back.

2. Channel Ownership:

- Lead all Web Push Notification campaigns, ensuring relevant targeting and impactful messaging.

- Manage App Push Notifications to drive app engagement and repeat transactions.

- Oversee Email Marketing - newsletters, promotions and lifecycle campaigns.

- Execute SMS and WhatsApp Marketing for time-sensitive and high-impact communications.

3. Retention & Loyalty:

- Monitor retention metrics and identify opportunities to improve repeat purchase rates.

- Support the development and promotion of the customer loyalty program.

- Work with analytics to segment audiences based on behavior, purchase history, and engagement.

4. Performance Tracking & Optimization:

- Set KPIs for each CRM channel and ensure campaigns meet or exceed performance goals.

- Conduct A/B testing to optimize message copy, design, timing, and targeting.

- Analyze campaign performance data to derive actionable insights for continuous improvement.

5. Cross-functional Collaboration:

- Work closely with content and design teams to ensure all communications are visually engaging and brand-compliant.

- Partner with product and tech teams to improve CRM tools, integrations, and data flows.

- Align with performance marketing to ensure consistency between acquisition and retention efforts.

Requirements:

Experience & Skills:

- 6+ years in CRM marketing, retention marketing, or lifecycle marketing, preferably in e-commerce or digital-first businesses.

- Hands-on experience with CRM tools and marketing automation platforms (e.g., Klaviyo, MoEngage, WebEngage, Braze, or similar).

- Proven success in managing multi-channel CRM campaigns.

- Strong analytical skills with experience in segmentation, reporting, and data-driven decision-making.

- Excellent copywriting skills for concise, persuasive customer communications.

- Ability to work independently and manage multiple projects simultaneously.

Education: Degree in Marketing, Business, Communications, or a related field.