CRM & Retention Manager

EWM; Genf; Hybrid; CHF 90,000 - 120,000; Full time

Job summary

EWM in Geneva is seeking a CRM & Retention Specialist to design and manage client-focused journeys across email and SMS channels. You will analyze contact data, craft segmentation, and deliver campaigns aligned with each brand’s voice.

You will collaborate with marketing, design and dev teams, using AI to enhance analysis while keeping final decisions human-driven. Fluency in French and strong writing are essential.

Qualifications

• 3+ years of owning a customer or contact database beyond campaign execution.

Responsibilities

• Analyse customer journey data to define useful segments and cohorts.
• Build welcome, onboarding, retention and reactivation journeys around client objectives.
• Write emails and SMS in French using each brand's voice.
• Configure, test and improve campaigns and automation in CRM tools for each project.
• Agree on metrics with each client and present weekly results.
• Collaborate with marketing, design and development teams and client contacts.
• Use AI for analysis, segmentation, writing and quality checks while retaining decision rights.

Skills

CRM management

Data segmentation

Email marketing

Klaviyo

Tools

Klaviyo

Job description

EWM is a digital agency based in Geneva. We help businesses with conversion marketing, design and branding, web development and automation. You will join the agency to work with our teams on client projects across a range of sectors.

Your role

Design and manage CRM and retention strategies for the agency's clients. You will analyse their contact databases, write communications and build journeys that strengthen customer relationships, reactivation and account value over time.

Your responsibilities

• Analyse customer journey data, reviews, support enquiries and surveys to define useful segments and cohorts.
• Build welcome, onboarding, retention and reactivation journeys around each client's objectives.
• Write emails, SMS messages and other communications yourself in French, using each brand's voice.
• Configure, test and improve campaigns and automation in CRM tools suited to each project.
• Agree on metrics with each client: engagement, reactivation, retention, customer value and campaign contribution to results.
• Present results each week and use the data to propose the next tests.
• Collaborate with the marketing, design and development teams and client contacts.
• Use AI for analysis, segmentation, writing and quality checks while retaining responsibility for decisions.

What we're looking for

• At least three years of experience with responsibility for a customer or contact database, beyond campaign execution.
• Excellent writing skills in French and the ability to adapt your tone to different brands.
• Measurable retention or CRM results, with a precise explanation of your contribution, successes and less successful tests.
• Strong skills in segmentation, cohorts and CRM automation; experience with Klaviyo or comparable tools.
• The ability to design loyalty programmes and assess their usefulness.
• A structured approach to using AI, demonstrated through concrete examples.
• Independence, analytical rigour and strong client relationship skills.

Working arrangements

• Full-time, long-term collaboration.
• Remote from Europe, with reliable availability during Geneva working hours; working in Geneva is also possible.
• Contract or working status adapted to your country of residence.