Senior CRM Specialist (Loyalty and Engagement)
Job details
The Senior CRM Specialist (Loyalty and Engagement) will report directly to the CRM Manager and work closely with in-house marketing, product, and creative teams. The Specialist must demonstrate a deep understanding of the company's product, identify consumer touchpoints, and propose actionable items to meet customers' needs. The ideal candidate should possess strong research and communication skills, be highly organized and detail-oriented, and be capable of managing multiple projects simultaneously. Responsibilities
- Collaborate with cross-functional teams (Product, Marketing, Creative, Tech) for effective GTM strategies
- Assist CRM Manager in planning and executing CRM & campaign programs
- Drive platform retention, loyalty, engagement, and usage metrics (e.g. DAU/MAU, win-back)
- Manage user segmentation, communication delivery (emails, push notifications, in-app messages), and performance evaluation.
- Utilize data analytics to anticipate customer behaviors (e.g.: likelihood of churn), and proactively implement retention strategies, and leverage insights for targeted upsell and cross-sell strategies within an optimization framework
- Conduct comprehensive experiment throughout the customer lifecycle to identify successful strategies for funnel conversion and customer engagement
- Plan and integrate data points with the CRM applications
- Coordinate analysis of industry trends to meet business objectives
- Create hypotheses, run A/B tests, and apply basic statistics to improve campaign performance
- Minimum 2 years of experience in growth, marketing, CRM or BA roles
- Proficient in delivering campaigns and managing automation with rigorous A/B testing
- Sensitive to numbers, logical thinking, and analytical skills
- Proven track record of using data and analytics tools to increase performance and enhance customer experience
- Excellent command of English; Mandarin proficiency is a bonus
- Excellent project management and communication skills
- Experience in SQL or HTML is an advantage
- Familiarity with CRM software (e.g., Braze, Hubspot, Salesforce) is a plus
- Demonstrates a strong sense of ownership, responsibility, and commitment
- Self-directed learner with a motivated attitude
- Quick to adapt to ever-changing and volatile market conditions
- Interest in and familiarity with financial news preferred
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