Customer Experience Strategist

7 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

Senior Customer Engagement Specialist

We are seeking an experienced Senior Customer Engagement Specialist to lead our CRM marketing efforts. As a key member of our team, you will be responsible for developing and implementing multi-channel campaigns that drive customer engagement and retention.

  • Campaign Strategy & Execution

You will work closely with cross-functional teams to design and execute automated workflows, segmentation models, and data-driven campaigns that deliver personalized experiences across the customer lifecycle.

  • Develop and implement CRM strategies to enhance customer engagement and retention.
  • Design and execute multi-channel 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.
  • CRM System Management

As a subject matter expert on our CRM platform, you will maintain and improve data accuracy, compliance, and system integrity through proactive auditing and hygiene practices.

  • Serve as the subject matter expert on the CRM platform (e.g., HubSpot, Salesforce, Klaviyo).
  • 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.
  • Analytics & Reporting

You will analyze campaign results and use insights to drive continuous improvement, defining 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.
  • Define CRM KPIs including open rates, click-through rates, conversion rates, revenue per user, and churn.
  • 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.

Key Responsibilities:

Required Skills and Qualifications:

  • 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.
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