About the Role
We are looking for a CRM Specialist who understands that effective customer engagement goes beyond sending campaigns. It is about building structured, behavior-driven customer journeys that improve retention, increase repeat purchases, and contribute to long-term customer value.
This role will be responsible for executing and optimizing lifecycle initiatives across ecommerce and retail environments. You will work closely with marketing, product, and data teams to translate customer insights into targeted communication and measurable outcomes.
This is an ideal opportunity for someone who is hands-on, detail-oriented, and eager to grow into a strategic lifecycle and engagement role over time.
Key Responsibilities
- Support the design and execution of customer lifecycle journeys including acquisition, activation, retention, and reactivation
- Build and manage customer segments based on behavior, purchase patterns, and engagement data
- Execute CRM campaigns across email, push notifications, and in-app channels
- Ensure campaigns are trigger-based, personalized, and aligned with customer behavior rather than mass communication
- Analyze campaign performance and identify opportunities for optimization and improvement
- Collaborate with marketing and product teams to align CRM initiatives with promotions, product categories, and seasonal campaigns
- Monitor customer engagement trends, retention patterns, and repeat purchase behavior
- Contribute to improving key metrics such as retention rate, repeat purchases, and customer lifetime value (LTV)
- Maintain data accuracy and ensure proper tracking of customer interactions and campaign performance
Success Metrics
- Improvement in repeat purchase rate
- Growth in customer lifetime value (LTV)
- Improvement in customer retention over time (30, 60, and 90 days)
- Campaign conversion and engagement performance
- Contribution of CRM initiatives to overall revenue
What We're Looking For
- 2–4 years of experience in Customer Relationship Management (CRM), lifecycle marketing, or customer engagement roles
- Prior experience in ecommerce, retail, or high-frequency consumer businesses
- Hands-on experience with CRM and customer engagement platforms
- Strong understanding of behavior-based communication, trigger-based campaigns, and lifecycle automation
- Experience in customer segmentation and lifecycle journey execution
- Ability to analyze campaign performance and translate insights into improvements
- Strong attention to detail with solid execution capability
- Ownership mindset with the ability to work independently and collaborate across teams
