CRM & Retention Marketing Lead

Job description:

Role Overview

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:

5+ 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:

Bachelor’s degree in Marketing, Business, Communications, or a related field.

Job Type: Full-time

Job Type: Full-time