Were looking for a CRM Specialist who can architect and execute CRM journeys that guide key target audiences from first registration to repeat purchase and ultimately brand advocacy. This role is central to shaping how we build lasting relationships with our customers, turning moments of interaction into meaningful engagement.
Key Responsibilities
- Design and optimize CRM journeys across lifecycle stages: registration, onboarding, repeat purchase, and advocacy.
- Translate consumer insights into actionable messaging strategies that resonate across segments (e.g., gamers, students, premium buyers).
- Lead consumer journey mapping initiatives to identify friction points and opportunities for delight.
- Develop message maps that align with consumer needs, emotional triggers, and business goals.
- Collaborate cross-functionally to ensure CRM strategies are integrated and measurable.
- Own KPIs related to brand NPS among owners and repeat-buy rate.
What You Bring
Technical & Strategic Skills
- Proven ability to use consumer feedback tools (e.g., NPS, CSAT) to inform strategy.
- Experience identifying unmet consumer needs and translating them into CRM opportunities.
- Strong grasp of consumer journey mapping frameworks and tools.
- Expertise in message mapping (crafting the right message for the right moment).
- Bonus: Familiarity with CRM platforms like Salesforce Marketing Cloud or Adobe Experience Cloud.
Soft Skills
- Empathy-driven mindset with a passion for understanding customer behavior.
- Strong storytelling and communication skills (ability to align stakeholders around a vision).
- Analytical thinking with a bias for action and experimentation.
- Comfortable navigating ambiguity and iterating based on feedback.
Business Impact
- You think in terms of outcomes, not outputs.
- You understand how CRM contributes to revenue, retention, and brand equity.
- Youre motivated by moving the needle on metrics that matterlike NPS and repeat purchase.
Education & Training
We value capability over credentials. That said, successful candidates often demonstrate:
- Formal or informal training in consumer psychology, digital marketing, CX design, or data-driven storytelling.
- Certifications or hands-on experience with CRM platforms (e.g., Salesforce, Adobe) or customer insight tools (e.g. Qualtrics, Medallia).
- Participation in workshops, bootcamps, or communities focused on customer journey design, lifecycle marketing, or CX innovation.
- A portfolio or case studies that show how you&aposve moved customers through a journeyfrom first touch to brand love.
A Day in the Life
You start your day reviewing performance dashboards checking how last weeks new owner emails performed across segments. You notice a dip in engagement amongst Gamers and flag it for deeper analysis. Mid-morning, you join a cross-functional workshop to map the post-purchase journey for a new gaming laptop. You bring insights from recent NPS verbatims to the table, helping the team rethink the messaging cadence. After lunch, you meet with the loyalty lead to align on a new advocacy stream for premium users. You wrap up the day refining a message map for an upcoming lifecycle campaign, ensuring every touchpoint speaks to a real customer need.
