CRM Service Lead

Client of Aroma City Group

Overview

Our client is a leading organization seeking a dynamic and results-driven CRM Lead to join the Marketing division. This role is responsible for increasing user activation, retention, and Customer Lifetime Value (CLV) through smart, data-driven lifecycle strategies. The successful candidate will combine customer insights, funnel analysis, and execution excellence to deliver campaigns that directly impact engagement, revenue, and long-term customer value.

Description:

• Own the execution of key CRM customer journeys including onboarding, activation, retention, and reactivation.
• Translate CRM strategy into actionable campaigns, customer journeys, and execution plans.
• Build and manage trigger-based campaigns related to application drop-off, approval without booking, first usage, inactivity, and other customer behaviors.
• Execute campaigns using behavioral, lifecycle, and value-based customer segments.
• Own the full campaign cycle including briefing, setup, QA, launch, optimization, and reporting.
• Ensure timely, accurate, and error-free campaign deployment across all communication channels.
• Execute campaigns across SMS, push notifications, email, and in-app channels.
• Optimize campaign delivery, CTR, conversion rates, and overall engagement performance.
• Coordinate with technology teams to ensure CRM tools are effectively utilized and campaigns are deployed correctly.
• Execute targeted customer value management campaigns using personalized and omni-channel approaches.
• Monitor campaign performance and adjust strategies based on KPIs and customer behavior insights.
• Collaborate effectively with marketing, sales, digital, IT, analytics, product, and customer support teams.
• Support continuous improvement initiatives across CRM, loyalty, and lifecycle management functions.

Requirements:

• Education: Bachelor s degree in Marketing, Business Administration, Data Analytics, Information Systems, or a related field.
• Experience: Proven experience in customer value management, CRM, lifecycle marketing, or campaign management. Previous experience within fintech, telecom, BNPL, app-based, or digital-first environments is highly preferred.
• Skills: Strong analytical mindset with the ability to interpret customer data and transform insights into revenue-generating actions. Excellent communication, organizational, and stakeholder management skills. Ability to manage multiple priorities in a fast-paced environment.
• Technical Skills: Strong experience with CRM and CDP platforms, campaign management tools, digital experience tools, A/B testing, analytics platforms, personalization strategies, data governance, and data quality assurance. Experience with platforms such as WebEngage, Creatio, Microsoft Dynamics, Gameball, or similar solutions is highly preferred.
• Languages: Good command of English language.
• Location: [To be defined]
• Availability: Immediate or within 30 days preferred.

Compensation & Benefits:

• Working Schedule: 5 Days per week