We are looking for a strategic, analytical, and customer-focused CRM Strategist to drive customer engagement, retention, and lifecycle marketing initiatives. This role will be responsible for developing data-driven CRM strategies, personalized customer journeys, and omnichannel communication plans to support business growth and customer loyalty.
The ideal candidate will not only have expertise in customer data analytics, campaign orchestration, and cross-platform integrations (with hands-on understanding of tools such as OneSignal, Databricks, analytics platforms like Mixpanel) but also be able to drive CRM strategy, client communication, stakeholder management, and business growth/expansion.
The ideal candidate is commercially minded, highly collaborative, and comfortable translating business goals into actionable CRM initiatives.
Key Responsibilities:
- Develop and execute CRM and customer lifecycle strategies to improve acquisition, engagement, retention, and loyalty.
- Design personalized customer journeys and omnichannel communication across email, SMS, push notifications, in-app messaging, and web channels.
- Analyze customer behavior, segmentation, and campaign performance to improve targeting and personalization.
- Manage CRM platforms and engagement tools such as OneSignal and related automation systems.
- Work with Databricks and analytics platforms to generate customer insights and optimize campaign performance.
- Collaborate with business, product, data, and engineering teams to integrate CRM solutions and customer data platforms.
- Define and monitor CRM KPIs including retention, churn, conversion, engagement, and customer lifetime value (CLV).
- Conduct A/B testing, campaign experimentation, and performance analysis to improve ROI and customer experience.
- Support CRM automation, customer journey orchestration, and system integration initiatives.
- Ensure data governance, privacy compliance, and best practices across CRM activities.
- Stay updated on CRM, martech, AI personalization, and customer engagement trends.
Qualifications:
- 4–8 years of experience in CRM strategy, lifecycle marketing, customer engagement, or digital transformation.
- Strong understanding of customer segmentation, customer journey mapping, and omnichannel CRM strategy.
- Experience with analytics and customer behavior platforms such as Mixpanel, Google Analytics, Adobe Analytics, or similar tools.
- Good understanding of Databricks, customer data platforms, and data-driven campaign execution.
- Knowledge of APIs, CRM integrations, ETL processes, and event-based architecture.
- Strong analytical thinking, communication, stakeholder management, and problem-solving skills.
- Ability to work cross-functionally with business, marketing, product, and technical teams.
