Senior CRM Strategist

Itcan

Responsibilities:

• Design and execute CRM strategies to improve app user retention, engagement, and lifetime value (LTV).
• Define segmentation, targeting, and personalization frameworks for in-app and off-app communications (push,email, SMS, WhatsApp, etc.).
• Align CRM objectives with broader marketing, product, and growth strategies.

Campaign Management:

• Plan, build, and launch automated lifecycle campaigns (welcome series, churn prevention, win-back, etc.).
• Collaborate with Product, Marketing, and Data teams to ensure timely and relevant campaign delivery.
• Manage A/B testing to optimize message performance, frequency, and timing.

User Insights & Data Analytics:

• Analyze customer behavior, segment performance, and campaign KPIs (CTR, conversion rate, retention rate).
• Work with analytics tools such as Firebase, GA4, MoEngage, and HubSpot to monitor user journeys.
• Present actionable insights and recommendations to stakeholders.

Personalization & Automation:

• Implement dynamic, event-based CRM workflows and journeys based on user actions.
• Leverage AI-driven recommendations for personalization (content, timing, and channel).

Cross-Functional Collaboration:

• Partner with Product, Design, and Engineering teams to improve user experience and messaging integration.
• Collaborate with Marketing and Growth teams to align CRM efforts with acquisition and branding campaigns.