Senior CRM Specialist

About The Role: 

We are looking for a data-driven and strategic-minded Senior CRM Specialist to elevate our customer engagement and loyalty programs. Reporting to the Head of Marketing, you will be the expert responsible for the end-to-end management, execution, and optimization of all CRM campaigns across multiple channels (Email, SMS, Push Notifications, In-App Messaging). 

This is a high-impact role where you will transform raw customer data into personalized, revenue-driving communication strategies, significantly boosting Customer Lifetime Value (CLV) and reducing Churn Rate across both our Mobile and App user bases. 

What You’ll Be Doing: 

• Campaign Roadmap Ownership: Design, manage, and execute the complete CRM calendar, covering the entire customer lifecycle: Onboarding, Activation, Usage/Monetization, Retention, and Win-back. 

• Segmentation & Personalization: Deeply segment the customer base using behavioural, transactional, and demographic data to ensure all communications are hyper-personalized and delivered at the optimal time. 

• A/B Testing Framework: Establish a rigorous A/B and multivariate testing methodology for all campaign elements (subject lines, copy, CTAs, delivery times) to continually refine performance. 

• Campaign Build & QA: Utilize our primary CRM platform (e.g., Braze, Salesforce Marketing Cloud, HubSpot, Airship) to flawlessly build, test, and deploy complex multi-stage, automated journeys. 

• Data Flow Integrity: Work closely with the Data and Technology teams to ensure reliable, real-time data flow into the CRM platform for accurate triggering and segmentation. 

• Channel Management: Manage communications across all channels, ensuring brand consistency and optimizing delivery rates (deliverability). 

• Performance Reporting: Define, track, and report on key CRM metrics, including Open Rates, Click-Through Rates, Conversion Rates, CLV uplift, and Churn reduction. 

• Insights Generation: Conduct post-campaign analysis to derive actionable insights, identifying key customer drop-off points and recommending strategic changes to product and marketing flows. 

• Compliance: Ensure all communications adhere strictly to data privacy regulations (e.g., GDPR, CCPA) and industry best practices. 

Qualifications & Experience 

• 4+ years of dedicated experience in a CRM, Retention, or Lifecycle Marketing role, preferably within a Telecom, E-commerce, or Subscription-based business. 

• Demonstrated track record of designing and executing successful, complex automated journeys that drove measurable revenue and retention improvements. 

• High proficiency in using at least one enterprise-level CRM platform (e.g., Braze, Salesforce Marketing Cloud, Adobe Campaign, Ariship). 

• Strong analytical skills and experience with reporting tools (Excel, Power BI, or Tableau). 

• Excellent project management skills with the ability to manage multiple campaigns simultaneously under tight deadlines. 

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

What You May Expect 

• This is a chance to move beyond basic requirements gathering. You will be a driver of global telecom innovation within a supportive and resourced environment.  

• We offer a competitive package, clear paths for career progression, and the satisfaction of seeing your analysis transform millions of customer connections.