Data-Driven Customer Engagement Specialist

CRM Specialist

We are seeking a highly analytical and customer-obsessed individual to join our team as a CRM Specialist.

This role is critical in delivering personalized, scalable, and data-driven experiences across the customer lifecycle. The ideal candidate 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.

• Campaign Development and Execution
  • Multi-Channel Campaigns: Design and implement CRM campaigns including email, SMS, push notifications, and in-app messaging.
  • Customer Lifecycle Journeys: Build customer journeys for onboarding, re-engagement, upselling, and loyalty.
  • Audience Segmentation: Define and manage audience segmentation strategies based on behavior, demographics, and transaction history.
  • Automated Workflows: Translate business goals into automated workflows and behavioral triggers that guide customers toward conversion.
• CRM System Management
  • Subject Matter Expertise: Serve as the subject matter expert on the CRM platform (e.g., HubSpot, Salesforce, Klaviyo, Zoho).
  • Data Integrity: Maintain and improve data accuracy, compliance, and system integrity through proactive auditing and hygiene practices.
  • Data Integrations: Manage data integrations between the CRM and other platforms (e.g., CMS, ERP, ad networks, BI tools).
  • Technical Configurations: Oversee technical configurations, field mappings, tagging schemas, and custom properties.
• Analytics and Reporting
  • CRM KPIs: Define CRM KPIs including open rates, click-through rates, conversion rates, revenue per user, and churn.
  • Campaign Analysis: Analyze campaign results and use insights to drive continuous improvement.
  • Reporting: Create and present reports for internal stakeholders to showcase campaign ROI and customer trends.
  • Data Analysis: Conduct A/B tests, cohort analysis, and funnel tracking to uncover actionable opportunities.
• Customer Experience Optimization
  • Customer Journey Mapping: Map the customer journey and identify key touchpoints to enhance with personalized messaging.
  • User Experience: Collaborate with UX, product, and content teams to ensure consistent and relevant communication.
  • Predictive Modeling: Recommend improvements to the user experience based on CRM data (e.g., friction points in onboarding or retention).
  • Lead Identification: Utilize predictive modeling or scoring to identify high-value leads and at-risk customers.
• Cross-Functional Collaboration
  • Partnerships: Partner with Sales and Customer Success to ensure alignment on lead management, customer retention, and referral strategies.
  • CRM Training: Provide CRM training and documentation for internal stakeholders to ensure adoption and consistent usage.
  • Compliance: Work with compliance teams to enforce GDPR, CAN-SPAM, and other data privacy standards.

Requirements

• 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.

Preferrable Skills

• 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.