CRM Manager

Félix; Bogotá; Presencial; COP 60.000.000 - 120.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health, dental, and vision plans

Hybrid work environment

Unlimited PTO

Paid parental leave

Initial stock options grant

Annual performance bonus

Descripción de la vacante

Félix is seeking a CRM Manager for New Products to lead lifecycle growth beyond remittances, focusing on Consumer Lending (SNPL) and expanding Wallet, Top-Ups, and Bill Payments. You will design automated journeys, run A/B tests, and measure incrementality across Félix’s product portfolio.

You will collaborate with Product, Data, and Marketing to optimize segmentation, deploy campaigns in Customer.io, and ensure flawless execution with strong documentation and governance.

Formación

• 4+ years in CRM, Lifecycle Marketing, or Growth Marketing with high-velocity campaigns.
• Strong technical CRM knowledge including triggers, personalization, and multi-channel journeys.
• Incrementality mindset with global holdout tests and careful measurement.
• Collaborates cross-functionally with Product, Data, Design, and Copy teams.

Responsabilidades

• Own CRM execution for SNPL and new Félix products; deploy automated journeys in Customer.io.
• Design lifecycle journeys and experiments to drive adoption and retention across product portfolio.
• Develop segmentation with Data team; identify eligible and high-propensity users.
• QA end-to-end CRM deployments, ensure data accuracy, and document status in Notion.

Conocimientos

Lifecycle Marketing

Experimentation

AB Testing

Cross-functional Collaboration

Analytics

Herramientas

Customer.io

ClickUp

Notion

BigQuery

Descripción del empleo

About The Role

The CRM Manager for New Products will be the execution owner for Félix’s lifecycle growth beyond remittances, with a primary focus on Consumer Lending (Send Now Pay Later - SNPL), and additional ownership across Cuenta Félix (Wallet), Top-Ups, and Bill Payments.

While Félix’s core lifecycle team focuses on the remittance funnel, this role will build, launch, and optimize CRM programs that drive adoption, engagement, and retention across Félix’s expanding product portfolio. This is a builder role for someone who is highly technical, detail-oriented, and comfortable operating at the intersection of Product, Data, CRM execution, and experimentation.

You will partner closely with the Consumer Lending, Wallet, and New Bets product teams to design automated journeys, launch experiments, improve user segmentation, and measure true incremental impact. The role will directly support Félix’s multi-product OKRs and help convert remittance users into broader Félix users.

Responsibilities

• New Product Lifecycle Execution
• Own CRM execution for Consumer Lending and new products: Build and deploy automated journeys and ad-hoc campaigns in Customer.io for Consumer Lending (SNPL) while also supporting Cuenta Félix, Top-Ups, and Bill Payments.
• Drive SNPL adoption and repeat usage: Partner closely with the Consumer Lending team to design lifecycle journeys that drive awareness, eligibility discovery, first loan adoption, repeat usage and long-term engagement.
• Build cross-product adoption journeys: Create CRM programs that help convert remittance users into broader Félix users by introducing the right product at the right moment, whether SNPL, Wallet, Top-Ups, or Bill Payments.
• Develop high-quality segmentation: Partner with the Data team to build audience segments that identify eligible users, high-propensity users, repeat-use opportunities, and cross-sell moments across Félix’s expanding product portfolio.
• Manage execution and documentation: Maintain clear documentation in Notion and track execution tasks in ClickUp. Keep the Lifecycle Strategy Manager and relevant product teams informed on campaign status, blockers, results, and next steps.
• Own flawless deployment: Lead the end-to-end QA process for all CRM communications under your scope, including segmentation, trigger logic, liquid logic, webhooks, dynamic content, links, API-triggered events, and channel-specific requirements. Zero-error execution is the standard.
• Experimentation & Testing
• Translate product goals into CRM experiments: Convert Consumer Lending and new product adoption goals into structured A/B tests and lifecycle experiments with clear hypotheses, success metrics, and holdout groups.
• Execute the new product experimentation roadmap: Bring the Experimentation Roadmap to life across message variants, audience tests, incentive structures, timing tests, and complex multi-branch journeys.
• Measure true incrementality: Ensure major campaigns are designed to measure incremental impact, not just attributed conversions. Every major campaign should include a holdout group and be evaluated through an incrementality lens.
• Test SNPL-specific growth levers: Design experiments to improve key Consumer Lending outcomes, including eligibility awareness, loan adoption rate, repeat usage, reactivation, and cross-sell from remittance behavior.
• Act as the cross-functional bridge: Serve as the main connection between Lifecycle and the Consumer Lending, Wallet, and New Bets product teams to ensure CRM triggers, API endpoints, user events, and behavioral data are flowing correctly into Customer.io and related tools.
• Measurement & Optimization
• Track CPiU and business impact: Measure campaign performance through CPiU (Cost per Incremental User), and other product-specific KPIs such as SNPL adoption rate, repeat SNPL usage, Wallet activation, TUBP repeat usage and cross-product conversion.
• Report learnings clearly: Analyze wins, learnings, and inconclusive results, then translate findings into clear recommendations for the Lifecycle Strategy Manager and product teams.
• Monitor live journeys: Continuously monitor active journeys for technical issues, conversion drops, broken events, data inconsistencies, or funnel bottlenecks, and proactively fix or elevate them.
• Optimize lifecycle performance: Identify quick wins and longer-term opportunities to improve eligibility targeting, message timing, incentives, product education, repeat usage, and conversion across new product journeys.

Requirements

• Experience: 4+ years in CRM, Lifecycle Marketing, or Growth Marketing, with a proven track record of executing high-velocity campaigns and experiments.
• Builder Mindset: Deep technical knowledge of CRM platforms (preferably Customer.io) including trigger logic, liquid personalization, and multi-channel journey design.
• Incrementality Focused: Comfortable with global holdout groups and A/B testing. You understand the difference between incentivized behavior and truly incremental behavior.
• Cross-Functional Collaborator: Able to work fluidly with Product, Data, Design, and Copywriting teams to ship campaigns end-to-end.
• Multi-Channel Execution: Hands-on experience across CRM channels is a strong plus. Felix's primary channel is WhatsApp, but the stack also includes Email, SMS, and (with the mobile app rolling out) Push Notifications and In-App Messages.
• Analytical Rigor: Strong ability to interpret data, report on experiment results, and communicate what findings mean for strategy.
• Tools: Customer.io, ClickUp, Notion, and comfort working with BigQuery-backed audience segments.
• Advanced English level

Success Metrics (First 90 Days)

Month 1: Onboarding & Systems Mastery

• Gain full command of Félix’s CRM stack, Customer.io setup, data flows, event taxonomy, and new product context, especially Consumer Lending and SNPL.
• Take ownership of all active CRM journeys related to Consumer Lending and new products.
• Audit existing SNPL, Wallet, Top-Ups, and Bill Payments journeys to identify technical gaps, measurement gaps, and optimization opportunities.
• Establish documentation standards in Notion for new product lifecycle programs.
• Build a clear understanding of the Consumer Lending funnel, including eligibility, first loan adoption, repeat usage and key drop-off points.

Month 2: Experimentation Launch

• Build and launch the first 3 to 5 experiments from the new product Experimentation Roadmap, with priority given to Consumer Lending and SNPL.
• Implement proper holdout groups and measurement structures for major new product campaigns.
• Establish a reporting cadence with the Lifecycle Strategy Manager and relevant product teams.
• Improve at least one critical data flow, trigger, or audience segment needed for Consumer Lending lifecycle execution.
• Launch at least one experiment focused on improving SNPL adoption, repeat usage, or re-engagement.

Month 3: Measurable Lift

• Implement at least one winning experiment that shows measurable incremental lift on a core new product KPI, such as SNPL loan adoption rate, repeat SNPL usage, Wallet activation, or TUBP repeat usage.
• Identify and execute at least two quick wins to improve funnel efficiency, campaign accuracy, or data reliability across new product journeys.
• Deliver a clear CRM learning agenda for the next quarter, including recommended experiments, segmentation improvements, and journey optimizations.
• Establish a repeatable operating model with Consumer Lending, Wallet, and New Bets teams for CRM briefs, execution, QA, reporting, and iteration.

What We Offer

• Competitive salary
• Initial stock options grant
• Annual performance bonus
• Health, dental, and vision plans
• Hybrid work environment, although we have offices in Miami and México City and would love to work in hybrid model if you are up to it.
• Continuous learning opportunities
• Unlimited PTO
• Paid parental leave
• Empowering opportunities for growth in a dynamic entrepreneurial environment

Equal Opportunity Employer

At Félix, we are committed to providing equal employment opportunities to all qualified employees and applicants without regard to race, religion, nationality, sex, sexual orientation, gender identity, age, or disability. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, training, compensation, benefits, and termination.

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