CRM Specialist

Campaign Preparation and Execution:

• Independently create, schedule, and execute marketing campaigns (email, push notifications, WhatsApp, in-app messages, banners) across multiple customer segments.
• Optimize campaigns for delivery across time zones, devices, and customer preferences.
• Ensure compliance with legal standards such as GDPR and other regional requirements.

Audience Segmentation:

• Design and implement custom segmentation strategies based on multi-dimensional criteria such as behavior, demographics, orders and ride history, and engagement levels.
• Maintain dynamic customer segments that update automatically as data changes.

Trigger Campaign Configuration:

• Build and manage multi-step automated workflows, such as re-engagement, loyalty program adoption, or upselling campaigns, with minimal supervision.
• Test and troubleshoot triggers to ensure proper execution and alignment with the customer lifecycle.

Testing and Optimization:

• Plan, execute, and document A/B and multivariate tests for key campaign elements, including design, timing, and messaging.
• Use insights from testing to implement data-driven improvements across campaigns.
• Perform regular performance reviews to refine optimization strategies.

Reporting and Analysis:

• Generate detailed reports on campaign performance, interpreting metrics like open rates, CTRs, conversions, and ROI.
• Present data insights to stakeholders and provide actionable recommendations to improve rider and driver engagement.

Collaboration and Mentoring:

• Collaborate with cross-functional teams (content, design, analytics) to deliver campaigns.
• Provide guidance and support to junior CRM specialists, including peer reviews and knowledge sharing.

CRM Platform Proficiency:

• Independently execute at least five end-to-end campaigns quarterly using advanced CRM platform features (e.g., Bloomreach, Salesforce Marketing Cloud, HubSpot).
• Build at least three advanced automations quarterly, such as multi-step workflows with branching logic (e.g., loyalty or churn-prevention campaigns).
• Complete at least two courses with intermediate certification for Bloomreach or demonstrate equivalent expertise.

Data Analysis and Reporting:

• Create detailed reports with data visualizations for at least five campaigns quarterly, incorporating metrics like open rates, conversion rates, and ARPPU.
• Work with datasets using tools like Excel or Google Sheets with advanced functions (e.g., INDEX/MATCH, QUERY).
• Present campaign insights to stakeholders in three formal presentations with actionable recommendations.

Digital Marketing Expertise:

• Apply intermediate-level knowledge of digital marketing strategies, including personalization, retargeting, and customer journey mapping.
• Assist in the strategic planning of at least two multi-channel campaigns integrating email, WhatsApp, in-app, banners, and push notifications.

Advanced Data Handling:

• Segment audiences dynamically based on real-time data, using at least three different criteria simultaneously.
• Ensure data compliance by implementing processes that align with GDPR/CCPA requirements for all campaigns.

English Proficiency:

• Write comprehensive campaign briefs and reports in English, ensuring accuracy and clarity.
• Lead or co-lead three cross-functional meetings in English, presenting updates or insights confidently.

Advanced Testing and Optimization:

• Conduct and analyze A/B tests for at least five campaigns quarterly, including testing subject lines, offers, layouts, and timing.
• Implement changes based on test results, achieving measurable improvements in key KPIs (e.g., a 5% statistically significant lift in conversion).

Communication Deliverability:

• Monitor and resolve deliverability issues for campaigns.
• Use tools like Postmaster Tools or delivery reports to troubleshoot spam issues and optimize sender reputation.