CRM Specialist

Your Mission

This position is responsible for driving a CRM-focused strategy that delivers a high level of end-user engagement and experience. You will define, refine, and manage retention conversion optimization as part of the overall CRM strategy while establishing standards for data-driven analytics within the new CRM system environment to enhance optimization and conversion.

What To Expect

• Manage multiple CRM inbound and outbound journeys across different systems and connectors, ensuring smooth operations within the overall 360° omnichannel ecosystem.
• Collaborate with key stakeholders in planning and executing data-driven, targeted campaigns (such as EDMs, SMSes, and targeted ads), including content sourcing and delivery.
• Design and optimize targeting strategies throughout the sales funnel by segmenting and segregating leads in alignment with company and campaign objectives.
• Conduct A/B testing to enhance landing pages, lead collection, optimization, and other techniques essential for CRM journey and campaign deployment.
• Provide system operations and administrative support related to journeys, workflows, content creation, data analytics, segmentation, and audience targeting.
• Consolidate and generate post-campaign quantitative and qualitative reports, creating a framework for insights into team operations, productivity, and optimization.
• Monitor KPIs and analyze data across the 360° omnichannel ecosystem, continuously refining the conversion framework and improving CRM efficiencies.
• Coordinate and support CRM system integration with first-, second-, and third-party applications.

What You'll Bring

• Bachelor’s degree or higher, regardless of major.
• Minimum 3 to 5 years of experience in CRM strategic planning and operations within a multifaceted retail ecosystem.
• Strong understanding of the end-to-end customer journey, with the ability to develop action plans at each touchpoint to enhance the customer experience, focusing on online purchases and post-purchase interactions.
• Experience with Salesforce CRM systems and basic HTML is a significant plus.
• Salesforce Marketing Cloud experience (at least 1–2 years).
• Strong problem-solving skills, sound judgment, prompt decision-making, and creative thinking.
• Ability to communicate relevant information effectively across all levels of an organization.
• Ability to work in a fast-changing, ambiguous environment while managing multiple operational tasks and projects simultaneously.
• Prior experience in CRM system management, including marketing automation, campaign deployment, data analysis, and report preparation.
• Strong attention to detail, with deep knowledge of CRM journeys.