Customer Relationship Management Specialist

VRI Crew; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

VRI Crew is seeking a CRM marketing specialist in the Philippines to design and manage multi-channel campaigns (Email, SMS, Viber) and build customer journeys. You will own list management, automations, QA, and dashboards to optimize retention and conversions.

The role requires coordinating with product, ecommerce, and care teams to tailor journeys based on site behavior and lifecycle events, with a data-driven approach to segmentation and optimization.

Qualifications

• Experience designing CRM campaigns across channels (Email, SMS, Viber).
• Strong ability to build and optimize customer journeys and lifecycle flows.
• Expertise in audience segmentation and targeting.
• A/B testing and experimentation to improve metrics.
• Data-driven mindset with ability to translate analytics into actions.

Responsibilities

• Design and execute CRM campaigns across platforms such as Email, SMS, and Viber, ensuring timely delivery and accurate segmentation.
• Develop and execute customer journey flows, including onboarding, retention, re-engagement, and promotional campaigns.
• Coordinate with internal teams to align CRM campaigns with product launches, promotions, and seasonal initiatives
• Initiate CRM efforts tied to the ecommerce platform, including automated journeys and promotional messaging.
• Own daily operations of the CRM platform (list management, workflows, automations, QA) to maximize feature utilization.
• Coordinate with design and content teams for the production of campaign materials.
• Partner with ecommerce and customer care teams to design journeys triggered by site behavior and service interactions (abandoned cart, post-purchase, service recovery)
• Monitor and manage customer segments and audiences to ensure relevant communication and targeted messaging.
• Maintain and update customer databases while ensuring data accuracy and proper segmentation.
• Continuously test and roll out new CRM features (advanced segmentation, triggers, A/B tests, dynamic content) to improve performance.
• Coordinate with third-party vendors, Data, and IT teams to ensure the proper maintenance, functionality, and optimization of customer engagement platforms.
• Analyze customer engagement and campaign performance metrics to identify opportunities for improving retention and conversion.
• Build regular dashboards or reports (weekly/monthly) on retention, repeat purchase, and campaign KPIs, and present key insights to the Digital and Brand teams
• Assist in preparing reports on customer behavior, campaign results, and lifecycle performance.

Skills

CRM Campaigns

Customer Journeys

Segmentation

A/B Testing

Data Analytics

Job description

• Design and execute CRM campaigns across platforms such as Email, SMS, and Viber, ensuring timely delivery and accurate segmentation.
• Develop and execute customer journey flows, including onboarding, retention, re- engagement, and promotional campaigns.
• Coordinate with internal teams to align CRM campaigns with product launches, promotions, and seasonal initiatives
• Initiate CRM efforts tied to the ecommerce platform, including automated journeys and promotional messaging.
• Own daily operations of the CRM platform (list management, workflows, automations, QA) to maximize feature utilization.
• Coordinate with design and content teams for the production of campaign materials.
• Partner with ecommerce and customer care teams to design journeys triggered by site behavior and service interactions (abandoned cart, post-purchase, service recovery)
• Monitor and manage customer segments and audiences to ensure relevant communication and targeted messaging.
• Maintain and update customer databases while ensuring data accuracy and proper segmentation.
• Continuously test and roll out new CRM features (advanced segmentation, triggers, A/B tests, dynamic content) to improve performance.
• Coordinate with third-party vendors, Data, and IT teams to ensure the proper maintenance, functionality, and optimization of customer engagement platforms.
• Analyze customer engagement and campaign performance metrics to identify opportunities for improving retention and conversion.
• Build regular dashboards or reports (weekly/monthly) on retention, repeat purchase, and campaign KPIs, and present key insights to the Digital and Brand teams
• Assist in preparing reports on customer behavior, campaign results, and lifecycle performance.