Customer Relationship Management Specialist

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