CRM Specialist

Pronto Pilates; Johannesburg; Remote; ZAR 200,000 - 300,000; Full time

Job summary

A boutique fitness company is seeking a CRM Specialist to enhance engagement and retention through personalized communications. This full-time remote role involves developing CRM strategies, managing automated campaigns, and analyzing customer data. The ideal candidate will have at least 1 year of experience in CRM and a strong focus on lifecycle marketing. Flexibility for overlapping hours with Eastern US time is required.

Qualifications

• 1+ years of experience in email/SMS marketing or CRM platforms.
• Strong understanding of lifecycle marketing and retention strategies.
• Proficiency in building logic-based workflows and campaign triggers.
• Analytical mindset with ability to draw insights from data.

Responsibilities

• Develop and execute a CRM strategy for customer engagement.
• Build and manage automated workflows across channels.
• Analyze customer segments and optimize campaign performance.
• Document processes and best practices as CRM scales.

Skills

Email/SMS marketing

Lifecycle marketing

Customer segmentation

Data analysis

Attention to detail

Tools

Customer.io

Zapier

APIs

Job description

CRM Specialist

Pronto Pilates is redefining boutique fitness with premium, on-screen Pilates classes delivered in beautifully designed self-service studios. Open from 5 : 15am until late, our global network of studios offers convenience, quality, and community at an unbeatable price point. With rapid international growth, we're seeking a CRM Specialist to build and optimize our lifecycle marketing strategy, driving engagement, retention, and long‑term customer value through personalized communications.

This role contributes to meeting our marketing team's studio launch KPIs:

• 100+ launch party attendees
• 300+ founding members at launch
• 480 members within 6 months

This role is perfect for a detail‑oriented, data‑driven marketer who is passionate about lifecycle communication. You'll own the setup and optimization of automated campaigns, develop dynamic workflows that scale, and use customer data to deliver the right message at the right time, via email, SMS, and in‑app channels as we scale.

Strategy & Planning

• Develop and execute a CRM strategy that supports acquisition, onboarding, retention, and win‑back campaigns.
• Map and optimize customer journeys to maximize engagement and lifetime value.
• Partner with the marketing team to align CRM initiatives with studio launches, promotions, and seasonal campaigns.
• Ensure compliance with global communication preferences and opt‑in regulations.

Campaign Execution

• Build, launch, and manage automated workflows, triggers, and dynamic content across email, SMS, and in‑app.
• Use Customer.io (and supporting tools such as Formstack, Zapier, APIs) to integrate customer data and personalize campaigns.
• Collaborate with creative and content teams to ensure communications are visually polished and on‑brand.

Data & Optimization

• Define and monitor CRM KPIs, including open rates, CTR, conversions, churn, and retention metrics.
• Analyze customer segments and campaign performance to identify growth opportunities.
• Conduct A/B testing and continuously optimize workflows, content, and targeting.

Collaboration & Scaling

• Work cross‑functionally with marketing, operations, and product teams to ensure seamless execution of lifecycle campaigns.
• Support regional teams in adapting CRM campaigns for new international markets.
• Document processes, workflows, and best practices as the CRM function scales.

To Secure an Interview, You Should Possess

• 1+ years of experience in email / SMS marketing or CRM platforms (Customer.io strongly preferred).
• Strong understanding of lifecycle marketing, retention strategies, and customer segmentation.
• Proficiency in building logic‑based workflows, campaign triggers, and dynamic personalization.
• Comfortable working with customer data platforms, tagging tools, and integrations (e.g., Formstack, Zapier, APIs).
• Excellent attention to detail, time management, and organizational skills.
• Analytical mindset with the ability to draw insights from data and translate them into action.
• Flexibility in your schedule to ensure that at least two hours of your day overlap with Eastern US time.

Bonus if You Have

• Experience in boutique fitness, wellness, or lifestyle brands.
• HTML or template editing knowledge for email optimization.
• Familiarity with Twilio SMS or similar platforms.
• Experience with retention modeling or churn prediction.

Ready to make an impact?

Although the hours are flexible, we will need at least two hours of your day to overlap Eastern US time. This is a full‑time remote position where you'll help shape how the world experiences Pronto Pilates online. If you're a social media native who knows how to drive engagement and tell a compelling brand story, we'd love to hear from you.

Flexibility in your schedule to ensure that at least two hours of your day overlap with Eastern US time.