CRM Assistant Manager

To manage execute and optimize CRM strategies lifecycle campaigns and customer engagement initiatives by leveraging data-driven insights marketing automation platforms and cross-functional collaboration to enhance customer engagement retention and volumes.

Customer Relationship Management

1. CRM Strategy & Lifecycle Management

• Develop multi-channel lifecycle campaigns (onboarding retention reactivation).

• Create data-driven segments and personalized messaging.

• Run A/B tests to optimize performance.

• Analyze campaign results and recommend improvements.

2. Braze Platform Expertise

• Build and execute campaigns in Braze (email push in-app).

• Create automated journeys and workflows.

• Manage customer data and segmentation within Braze.

• Continuously optimize using Brazes advanced features.

3. Data Analysis & Reporting

• Monitor KPIs (open click conversion rates).

• Generate insights on customer behavior and opportunities.

• Produce regular performance reports with actionable recommendations.

4. Cross-Functional Collaboration

• Partner with marketing product support and ops to align CRM efforts.

• Support incident communications with clear timely messaging.

• Coordinate planning to ensure CRM systems meet business needs.

5. Technical Skills

• Knowledge of HTML/CSS and Liquid for dynamic emails.

• Basic SQL for data extraction and analysis.

• Experience with APIs and CRM tools (Braze Salesforce etc.).

Strategy & Planning

• Contribute to the development and execution of the Divisions ABCs and OKRs while ensuring alignment with other Functions heads.

• Make critical decisions that support the Divisions strategic and tactical direction.

• Establish the plans for the respective functions/teams and provide inputs that support the Divisions goals and objectives. 

• Distribute tactical responsibilities effectively to potential leaders in the Division to improve the succession readiness of the organization over time. 

• Measure and track relevant OKRs and metrics to ensure the achievement of goals and take corrective actions when necessary.

Governance and Resilience

• Follow all relevant policies procedures and processes for the daily work to be carried out in a controlled and consistent manner. 

• Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness. 

• Ensure effective utilization of the functions budget and report accurately on progress and challenges. 

• Investigate and propose implementing strategies that result in a positive financial impact for HS.

• Ensure GDPR and data-protection compliance.

• Maintain high standards of data security in customer communications.

• Uphold a high-performance working environment and promote HSs Values.

Qualifications :

• 35  Years in CRM Proven experience in CRM preferably within a tech app or e-commerce/food delivery company

• Hands-On with Braze At least 12 years of daily use with Braze for setting up campaigns segments and automations

• Campaign Execution at Scale Led large-scale multi-segment CRM campaigns across millions of users with measurable business impact.

• Cross-Functional Collaboration Worked closely with product analytics support and tech teams to align CRM with broader business goals.

• Bachelors Degree Typically in Marketing Business Administration Data Science or a related field.

• CRM Platform Certifications Braze-certified or other marketing automation tools (Salesforce Marketing Cloud Iterable etc.).

• Analytics Courses Education or certifications in data analytics (e.g. Google Analytics SQL or Tableau) are beneficial.

Remote Work :

No

Employment Type :

Contract