CRM Manager

About the Role

Were looking for an experienced CRM Manager to lead our customer lifecycle strategy for a fast-growing, consumer-focused digital product. This is a hands-on role responsible for driving user engagement, retention, loyalty, and revenue through data-driven CRM initiatives.

You’ll own the end-to-end customer lifecycle, designing personalized customer experiences that maximize lifetime value while working closely with Product, Marketing, Customer Success, Payments, and Operations teams to continuously improve the customer journey.

If you’re passionate about CRM, customer psychology, experimentation, and performance marketing, we’d love to hear from you.

Key Responsibilities

• Own the end-to-end customer lifecycle, including onboarding, engagement, retention, reactivation, loyalty, and churn prevention.
• Plan, execute, and optimize multi-channel CRM campaigns across Email, SMS, Push Notifications, In-App Messaging, and Onsite channels.
• Build advanced audience segmentation strategies using customer behaviour, lifecycle stage, engagement, activity, and customer value.
• Design and manage promotional and engagement campaigns, including welcome journeys, rewards, bundles, milestones, loyalty programmes, referral initiatives, and personalised offers.
• Monitor and optimise key CRM metrics including Retention, Customer Lifetime Value (LTV), ARPU, Conversion Rate, Reactivation Rate, and Customer Engagement.
• Develop and execute A/B and multivariate tests to continuously improve campaign performance and customer experience.
• Analyse customer behaviour to identify opportunities for increased engagement, retention, and monetisation.
• Collaborate closely with Product, Customer Success, Payments, Operations, and Marketing teams to improve customer journeys and lifecycle strategies.
• Ensure CRM communications comply with applicable regulations, privacy requirements, and brand guidelines.
• Stay informed about CRM best practices, competitor activities, emerging technologies, and customer engagement trends.

Requirements

• 3+ years of hands-on CRM or Lifecycle Marketing experience within online consumer products (mandatory).
• Proven success in developing and executing customer engagement and retention strategies.
• Hands-on experience with CRM platforms such as Customer.io, Braze, Opti move, Salesforce Marketing Cloud, or similar.
• Experience managing multi-channel CRM campaigns across Email, SMS, Push Notifications, In-App Messaging, and Onsite channels.
• Strong analytical skills with experience in customer segmentation, cohort analysis, A/B testing, funnel analysis, and KPI reporting.
• Strong understanding of customer lifecycle management, personalisation strategies, behavioral marketing, and monetisation principles.
• Comfortable working in a fast-paced, data-driven environment with multiple stakeholders.
• Excellent communication, planning, and project management skills.
• English proficiency: Upper-Intermediate or above.

Preferred Skills

• CRM & Lifecycle Marketing
• Marketing Automation
• Customer Engagement & Retention
• Customer Segmentation
• Campaign Management
• A/B Testing & Experimentation
• Data Analysis & Reporting
• Customer Journey Optimisation
• Cross-functional Collaboration
• Communication & Stakeholder Management
• Problem Solving
• Time Management

Industry

Technology | Artificial Intelligence | Software Development | SaaS | Digital Products

Compensation

Competitive salary based on experience, along with performance-based incentives.