We're Hiring: CRM & Retention Marketing Specialist

Location: Remote

Type: Full-time

The Opportunity

We're looking for a results-driven CRM & Retention Marketing Specialist to lead and optimize our customer engagement strategy across email, WhatsApp, and lifecycle marketing platforms. You'll take ownership of CRM systems across both e-commerce and lead generation clients, driving personalized, high-performing campaigns and automated journeys across the entire customer lifecycle.

This is a strategic and execution-focused role — ideal for someone who thrives in a data-driven environment, can work independently, and collaborates effectively with a wider marketing team.

Key Responsibilities

• Build, manage, and optimize automated email flows (e.g., welcome, cart abandonment, post-purchase, win-back) using Klaviyo.
• Plan and execute lead nurturing journeys (lead capture → qualification → conversion → re-engagement) for lead generation clients.
• Launch segmented campaigns across email and WhatsApp to support promotions, product launches, and seasonal events.
• Plan, execute, and optimize WhatsApp marketing campaigns using Chatarmin or similar platforms.
• Manage customer segmentation, personalization, and lifecycle journeys across multiple channels including Email, WhatsApp, Push Notifications, and SMS.
• Work on lifecycle marketing platforms such as CleverTap, WebEngage, or MoEngage to drive engagement and retention.
• Conduct regular A/B testing and continuously improve performance based on data-driven insights.
• Monitor and report on campaign performance metrics including open rate, CTR, conversions, revenue attribution, and lead-to-customer conversion rates.
• Collaborate with content, design, and paid media teams to ensure consistent branding and integrated execution.
• Ensure compliance with regional data privacy laws and opt-in best practices for all communications.
• Stay updated on CRM, lifecycle marketing, and WhatsApp platform best practices.

Success Metrics / KPIs

• Email-attributed revenue per campaign and flow
• Flow conversion rate by segment and journey
• Lead-to-customer conversion rates (for lead generation funnels)
• WhatsApp click-through rate and opt-out rate
• Campaign open rate (email & WhatsApp)
• Customer retention rate and repeat purchase rate
• List growth and health (engagement rate, unsubscribe, bounce rate)
• A/B test learnings and improvements implemented monthly

Tools & Platforms

• Must-have: Klaviyo (CRM), Shopify (e-commerce CMS)
• Lifecycle platforms: CleverTap, WebEngage, MoEngage (preferred)
• WhatsApp marketing tools: Chatarmin, Twilio, Zoko, WATI, Interakt
• Google Analytics or similar reporting tools

Requirements

• 2–4 years of hands-on CRM and retention marketing experience.
• Proven experience managing CRM for both e-commerce and lead generation businesses.
• Strong expertise in lifecycle marketing platforms such as CleverTap, WebEngage, or MoEngage, along with tools like Klaviyo.
• Experience running WhatsApp campaigns using API-based platforms.
• Strong understanding of customer segmentation, lifecycle marketing, and retention strategy.
• Ability to design and optimize conversion funnels and lead nurturing journeys.
• Proficiency with Shopify or similar e-commerce platforms.
• Strong analytical mindset with the ability to interpret data and drive actionable insights.
• Basic knowledge of HTML and inline CSS for email template editing and troubleshooting.
• Familiarity with Liquid templating language is a plus.
• Creative design knowledge using Photoshop, Canva, and AI tools.
• Understanding of CRM integrations, tracking, and customer data flows is a plus.
• Awareness of data privacy and opt-in best practices.
• Detail-oriented, self-motivated, and a proactive communicator.
• E-commerce or DTC brand experience is highly preferred.