CRM Manager (Data analytics & Strategy)

About the Role

We are looking for a strategic, analytical, and customer-focused CRM Strategist to drive customer engagement, retention, and lifecycle marketing initiatives. This role will be responsible for developing data-driven CRM strategies, personalized customer journeys, and omnichannel communication plans to support business growth and customer loyalty.

Responsibilities

• Develop and execute CRM and customer lifecycle strategies to improve acquisition, engagement, retention, and loyalty.
• Design personalized customer journeys and omnichannel communication across email, SMS, push notifications, in-app messaging, and web channels.
• Analyze customer behavior, segmentation, and campaign performance to improve targeting and personalization.
• Manage CRM platforms and engagement tools such as OneSignal and related automation systems.
• Work with Databricks and analytics platforms to generate customer insights and optimize campaign performance.
• Collaborate with business, product, data, and engineering teams to integrate CRM solutions and customer data platforms.
• Define and monitor CRM KPIs including retention, churn, conversion, engagement, and customer lifetime value (CLV).
• Conduct A/B testing, campaign experimentation, and performance analysis to improve ROI and customer experience.
• Support CRM automation, customer journey orchestration, and system integration initiatives.
• Ensure data governance, privacy compliance, and best practices across CRM activities.
• Stay updated on CRM, martech, AI personalization, and customer engagement trends.

Qualifications

• 4–8 years of experience in CRM strategy, lifecycle marketing, customer engagement, or digital transformation.
• Strong understanding of customer segmentation, customer journey mapping, and omnichannel CRM strategy.
• Experience with analytics and customer behavior platforms such as Mixpanel, Google Analytics, Adobe Analytics, or similar tools.
• Good understanding of Databricks, customer data platforms, and data-driven campaign execution.
• Knowledge of APIs, CRM integrations, ETL processes, and event-based architecture.
• Strong analytical thinking, communication, stakeholder management, and problem-solving skills.
• Ability to work cross-functionally with business, marketing, product, and technical teams.