CRM Specialist

CRM Specialist

1. Department: Marketing
2. Location: Islamabad, onsite
3. Job Type: Full-Time
   

• Position Overview

We are looking for an analytical, technically skilled, and customer-obsessed CRM Specialist to join our growing team. This role is critical in helping us deliver personalized, scalable, and data-driven experiences across the customer lifecycle. You will take ownership of our CRM system(s), manage the day-to-day execution of email and automation campaigns, and continuously improve how we engage, convert, and retain customers.

You will work cross-functionally with marketing, sales, operations, and technology teams to ensure our CRM capabilities align with business objectives and deliver a seamless customer journey.

Key Responsibilities

1. CRM Strategy & Execution

• Design and implement multi-channel CRM campaigns including email, SMS, push notifications, and in-app messaging.
• Build customer lifecycle journeys for onboarding, re-engagement, upselling, and loyalty.
• Define and manage audience segmentation strategies based on behavior, demographics, and transaction history.
• Translate business goals into automated workflows and behavioral triggers that guide customers toward conversion.

2. CRM System Management

• Serve as the subject matter expert on the CRM platform (e.g., HubSpot, Salesforce, Klaviyo, Zoho).
• Maintain and improve data accuracy, compliance, and system integrity through proactive auditing and hygiene practices.
• Manage data integrations between the CRM and other platforms (e.g., CMS, ERP, ad networks, BI tools).
• Oversee technical configurations, field mappings, tagging schemas, and custom properties.

3. Analytics & Reporting

• Define CRM KPIs including open rates, click-through rates, conversion rates, revenue per user, and churn.
• Analyze campaign results and use insights to drive continuous improvement.
• Create and present reports for internal stakeholders to showcase campaign ROI and customer trends.
• Conduct A/B tests, cohort analysis, and funnel tracking to uncover actionable opportunities.

4. Customer Experience Optimization

• Map the customer journey and identify key touchpoints to enhance with personalized messaging.
• Collaborate with UX, product, and content teams to ensure consistent and relevant communication.
• Recommend improvements to the user experience based on CRM data (e.g., friction points in onboarding or retention).
• Utilize predictive modeling or scoring to identify high-value leads and at-risk customers.

5. Cross-Functional Collaboration

• Partner with Sales and Customer Success to ensure alignment on lead management, customer retention, and referral strategies.
• Provide CRM training and documentation for internal stakeholders to ensure adoption and consistent usage.
• Work with compliance teams to enforce GDPR, CAN-SPAM, and other data privacy standards.

Qualification

Required:

• Bachelor's degree in Marketing, Business, Data Science, or a related field.
• 4–5 years of hands-on experience in CRM marketing, customer engagement, or lifecycle automation.
• Proficient in at least one major CRM/marketing automation platform (e.g., Salesforce, HubSpot)
• Experience in designing and executing automated workflows, segmentation models, and data-driven campaigns.
• Strong command of Excel/Google Sheets; experience with analytics tools (e.g., Google Analytics, Tableau, Looker).
• Excellent written and verbal communication skills.

Preferred:

• Working knowledge of HTML/CSS for email customization.
• Familiarity with tools like Zapier, Segment, or API integrations.
• CRM or platform-specific certifications (e.g., HubSpot Certification, Salesforce Administrator).
• Experience in a growth-stage or digital-first company, particularly in travel, hospitality, tech, or e-commerce.

Key Competencies

• Analytical Thinking – Ability to translate data into actionable insights.
• Customer Orientation – Passion for improving the customer journey through technology.
• Project Management – Capable of managing multiple campaigns and timelines simultaneously.
• Attention to Detail – Precision in targeting, segmentation, and data integrity.

Team Collaboration – Strong interpersonal skills to work across departments.