CRM retention Manager- 3703

Responsibilities

• Own end-to-end lifecycle CRM campaigns across all channels (email, in-app, push, etc.) — from ideation and journey design to execution, optimization, and reporting.

• Monitor and optimize lifecycle performance continuously to drive engagement, increase retention, reduce churn, and support monthly revenue and business goals.

• Analyze daily and campaign-level performance against key business KPIs, evaluate impact and value, and translate insights into clear optimization actions and execute accordingly.

• Plan and execute lifecycle strategies that increase lifetime value, covering key touchpoints across the user journey, evolving audience behavior & targeting techniques, new product releases, personalization automation, and campaign priorities.

• Lead experimentation and A/B testing by forming data-driven hypotheses, executing tests, analyzing incremental uplift, and sharing actionable insights across audience segments.

• Own CRM operational excellence, including routine QA, safety checks, troubleshooting, and ensuring campaigns and tests run smoothly across all tools and channels.

• Improve engagement and conversion metrics (open rates, CTR, conversion, revenue) while scaling send volume and maintaining incremental KPI impact.

• Maintain best practices in deliverability, including domain health monitoring, list hygiene, authentication protocols, and overall campaign success metrics.

• Collaborate cross-functionally with writers, designers, Product, and other stakeholders to deliver high-quality, on-brand, and effective CRM communications.

• Exhibit exceptional attention to detail, ensuring accuracy across copy, design, technical setup, targeting logic, and overall user experience.

Leadership & Management

• Lead the CRM function end-to-end, owning CRM roadmap, planning, and prioritization aligned with business goals.

• Manage and mentor CRM specialists and/or external contractors (copywriters, designers, deliverability experts), ensuring quality output and fast execution.

• Build strong working processes, including campaign briefs, QA checklists, reporting templates, playbooks, and weekly operating cadence.

• Coordinate with performance marketing / product teams to align CRM strategy with acquisition flows, paywall experiments, monetization changes, and lifecycle triggers.

• Take ownership of CRM KPIs and accountability for results, proactively identifying blockers and driving solutions with stakeholders.

Requirements

• 3+ years of experience managing and optimizing B2C lifecycle CRM campaigns with a proven KPI track record.

• Strong expertise in CRM automation platforms (Currently being used Omnisend but if needed we are open to switch)

• Deep understanding of campaign optimization, deliverability, and performance best practices across multiple channels.

• Strong analytical skills with the ability to interpret data, measure incremental impact, and drive actionable insights.

• Highly detail-oriented and hands-on, with a strong focus on execution quality and user experience.

• Excellent organizational and project management skills, with the ability to manage multiple initiatives in parallel.

• Methodical approach to data, with the ability to clearly present insights to support business decisions.

• Solid knowledge of CRM systems, data structures, reporting, and A/B testing methodologies.

• Strong copywriting and editing skills, with a sharp eye for clarity and precision.

• Proficiency in HTML and CSS for email design.

• Creative problem-solving mindset and ability to think strategically and execute accordingly.