Purpose of Position
- We are seeking a passionate and experienced Senior CRM Manager to join our Digital Commerce team. As the ideal candidate, you will hit the ground running, thrive in a fast-paced environment, and be meticulous in your attention to detail. You are a self-starter and team player who can quickly identify areas of opportunity to create procedures that increase efficiency, scalability, and effectiveness.
- Reporting to the Head of Digital Commerce & Customer Engagement, you would lead and drive Casetify’s customer relationship management (CRM) strategy, maximizing customer lifetime value, enhancing retention, and fostering loyalty across all channels. You will elevate the existing CRM program through data-driven insights, advanced segmentation, and innovative marketing automation techniques. You will also provide strategic leadership to the CRM team, ensuring the effective execution of global CRM initiatives and the localization of programs for optimal market impact. This position will be a key driver of customer retention.
Job Description
- Spearhead the creation of a comprehensive vision and marketing strategy to optimize the customer journey, encompassing onboarding, engagement, upselling, repurchasing, and churn prevention across web, app, and retail platforms
- Gain a deep understanding of customer behavior and mindsets through data-driven analysis
- Develop user segmentation strategies based on customer lifecycle stages, with a clear roadmap of the customer journey architecture
- Drive growth initiatives and marketing automation campaigns, from prioritization and design to execution and analysis
- Define, measure, and monitor key performance indicators to gain actionable insights
- Integrate multiple data sources to extend CRM analyses and uncover new business insights
- Oversee CRM analysis, including dashboard design, customer analysis, and member & store segmentation
- Develop A/B and multivariate tests to optimize flows, segments, and messaging
- Collaborate with local teams to align objectives and support the localization and execution of retention strategies
Requirement
- 7+ years of experience in CRM, retention, loyalty, and membership program management
- Proven ability to implement CRM tools and systems from scratch
- Ability to source and select suitable CRM tools to design the CRM ecosystem
- Skilled in defining user segmentation, customer lifecycle management, modeling, and hypothesis testing
- Analytical skills to understand user behaviors and develop retention strategies
- Familiar with executing eDM, push notifications, in-app messages, and SMS
- Proficient in SQL and BI tools e.g., Tableau, Power BI
- Experience with customer engagement platforms such as Braze, Attentive, klaviyo
- Experience managing global membership programs
- Experience in an omnichannel business