CRM Specialist

The CRM Specialist will be responsible for the management and execution of CRM initiatives, with a focus on overseeing the CRM systems, ensuring effective data management, creating engaging customer journeys, executing strategies to improve customer acquisition, and facilitating efficient customer support to optimize the customer experience and drive business growth. The role involves analyzing customer behavior, segmenting data for targeted marketing efforts, and collaborating with cross-functional teams to enhance customer experience. The CRM Specialist will also manage the CRM team while working closely with the Product Manager.

Key Responsibilities

• Work as an integral member of a high-performing Customer Acquisition team to develop and implement CRM initiatives that can help contribute to the business goals.
• Support the creation and execution of CRM campaigns, including email, Whatsapp, SMS, and automated workflows, to nurture leads and engage existing customers.
• Develop engaging customer journeys through a variety of touchpoints including email and SMS/Whatsapp that keeps the customer engaged throughout the funnel.
• Identify customer segments to create tailored communication strategies and improve campaign effectiveness.
• End-to-end CRM campaign management, optimization and preparation of detailed analysis reports.
• Monitor the effectiveness of CRM campaigns through key metrics and KPIs, adjusting strategies as necessary.
• Ensuring adherence to compliance with the latest data privacy regulations across the organization
• Oversee CRM budgets, manage vendor relationships, and ensure the effective utilization of tools to drive successful campaigns.
• Collaborate with marketing, sales, and customer service teams to optimize CRM workflows and improve customer experience across all touchpoints.
• Analyze customer behavior and feedback to recommend improvements to marketing & Sales strategies.
• Stay up to date on CRM trends and technological advancements, recommending tools and processes to improve CRM functionality.

Qualifications

• Bachelors degree in marketing, Business Administration, or a related field.
• 4-5 years of work experience in CRM with in-depth knowledge of Whatspp, SMS, Email and Push marketing, and methods to optimize performance through rigorous A/B testing.
• Knowledge of data segmentation, customer profiling, and marketing automation tools. Familiarity with customer feedback tools (e.g., surveys, NPS) and reporting dashboards.
• Ability to analyze data and generate actionable insights.
• High attention to detail and a customer-centric mindset.
• A minimum of one year of experience in managing a team.
• Should be comfortable with Excel formulas and pivot tables
• Positive, flexible, and well-organized to thrive in a rapid environment and meet challenging deadlines
• Strong organizational skills with the ability to manage multiple tasks and deadlines.
• Excellent communication skills, both written and verbal, with the ability to collaborate across teams.
• A self-driven and reliable problem solver with a highly collaborative approach

Preferred Skills

• Any experience of Salesforce CRM / Braze will be an advantage.
• Knowledge of database management and transformation tools like Snowflake, DBT, Github will be an advantage.
• Basic SQL, Liquid knowledge will be an advantage.

What we offer

• A high degree of autonomy and responsibility from day one
• An open-minded and international working environment, driven by high energy levels, creativity, and passion for hearing care and serving our customers
• Growth opportunities for all employees through training and workshops
• Competitive salary and benefits package