Customer Relationship Management Specialist

CRM Specialist is responsible for :

• Developing and executing customer relationship strategies that increase customer acquisition, engagement, retention, and lifetime value
• CRM campaigns across multiple channels, analyzes customer behavior, segments audiences, and collaborates with cross-functional teams to deliver personalized customer experiences that support business growth.

Key Responsibilities

CRM Strategy & Customer Lifecycle

• Develop and implement CRM strategies to improve customer acquisition, retention, and loyalty.
• Design customer lifecycle journeys including onboarding, activation, retention, reactivation, and win-back campaigns.
• Create personalized communication strategies based on customer behavior and segmentation.
• Continuously optimize customer experience throughout the customer journey.

Campaign Management

• Plan, execute, and monitor CRM campaigns through Email, SMS, WhatsApp, Push Notification, In-App Messaging, and other digital channels.
• Build campaign calendars aligned with business priorities and promotional activities.
• Conduct A/B testing to improve campaign effectiveness
• Ensure timely campaign execution while maintaining data accuracy and quality.

Qualifications

• 2–5 years of experience in CRM, Digital Marketing, Customer Marketing, Loyalty, or Customer Analytics.
• Experience in retail, e-commerce, FMCG, hospitality, or consumer-focused industries is preferred.
• Experience managing CRM platforms and customer engagement campaigns.