User Engagement (CRM)

Job Description

Key Responsibilities:

- Strategy & Planning:

- Develop and execute User Engagement & CRM strategies aligned with business goals.

- Design and manage user lifecycle journeys (onboarding, activation, retention, reactivation, churn prevention).

- Segment users based on behavior, demographics, transaction history, and engagement.

Execution & Operations:

- Plan, launch, and optimize multi-channel CRM campaigns (Email, Push, SMS, In-app).

- Collaborate with Product, Marketing, Data, Tech, and Design teams to ensure consistent and contextual messaging.

- Manage CRM content, including copy, timing, and frequency, to optimize user experience.

Analytics & Optimization:

- Monitor and analyze campaign performance (Open Rate, CTR, Conversion, Retention, Churn, LTV).

- Conduct A/B testing, generate insights, and continuously improve CRM performance.

- Leverage data to recommend engagement strategy optimizations.

Platform & Process Management:

- Work with CRM/CDP platforms such as Braze, Salesforce, HubSpot, MoEngage, CleverTap, Insider, etc.

- Ensure CRM data accuracy and compliance with data privacy regulations (GDPR, PDPA).

- Support CRM process development, team training, and act as a strategic advisor on user experience initiatives.

Job Requirement

- **Job Requirements**

- Experience & Knowledge:

- 2+ years of experience in CRM, User Engagement, Lifecycle Marketing, Marketing Automation, or related fields.

- Strong understanding of customer lifecycle, retention, and cohort analysis.

- Experience with large-scale user products is a plus, especially Mobile Apps and Global markets; experience in Sports, Gaming, or Entertainment is preferred.

- Skills & Mindset**

- Strong analytical and data-driven mindset with a results-oriented approach.

- Proficient in CRM/CDP and marketing automation tools.

- Strong CRM copywriting and cross-functional collaboration skills.

- User-centric, proactive, strategic, and hands-on.