Director of Client Success leading Centerfield’s Home Services organization to drive client performance and revenue growth across a $100M portfolio.
About the role
- CRM Strategist developing CRM systems to drive revenue growth for a music industry tech startup. Collaborating on initiatives to improve user engagement and optimize retention through data-driven strategies.
Responsibilities
- Develop and implement comprehensive CRM strategies aligned with business goals, across acquisition, engagement, retention, and conversion in an on-demand e-commerce environment.
- Build, scale, and optimise the **CRM infrastructure from the ground up**, using CleverTap for advanced segmentation, automation, and multi-channel orchestration (email via SendGrid, SMS via providers such as Twilio).
- Analyse user data, behaviour patterns, and performance metrics (e.g, conversion rates, churn, engagement) to identify friction points, personalization opportunities, and areas for improvement.
- Design and execute targeted email and SMS campaigns, including automated flows, triggers, and complex user journeys with dynamic content to drive user actions and revenue.
- Plan and manage seasonal sales campaigns, promotions, and cross-selling/upselling initiatives to capitalise on peak periods and boost platform usage.
- Conduct A/B testing, monitor campaign performance in real-time, and iterate based on data-driven insights to optimise for key metrics like open rates, click-throughs, conversions, and ROI.
- Collaborate cross-functionally with marketing, product, engineering, and data teams to integrate CRM efforts with broader platform strategies and ensure seamless user experiences.
- Ensure compliance with regulations such as CAN-SPAM, GDPR, and SMS guidelines, while maintaining high deliverability and list hygiene.
- Generate reports and dashboards to track CRM impact on revenue, user loyalty, and business KPIs, presenting findings to leadership for informed decision-making.
- Stay abreast of industry trends in CRM, marketing automation, and on-demand e-commerce to introduce innovative tools and tactics that enhance user engagement.
Requirements
- 5+ years of hands-on experience in CRM strategy and management, preferably within e-commerce, on-demand platforms (e.g., delivery services, marketplaces), or high-growth tech environments.
- Proven expertise with CRM and marketing automation platforms such as CleverTap, Braze, HubSpot, or similar; experience with email/SMS tools like Sendgrid, Twilio is highly preferred.
- Strong analytical skills with proficiency in data tools, including SQL, Excel, Google Analytics, or equivalent; ability to derive actionable insights from complex datasets.
- Demonstrated success in driving revenue growth through data-driven campaigns, with a track record of improving conversion rates, user retention, and lifetime value.
- Deep knowledge of customer segmentation, personalisation, A/B testing, and multi-channel marketing (email, SMS, push notifications, in-app messaging).
- Excellent project management abilities, with experience handling multiple campaigns, deadlines, and cross-functional collaborations in fast-paced settings.
- Strong communication and interpersonal skills, with the ability to present strategies and results to stakeholders at all levels.
- Familiarity with HTML/CSS for email debugging and optimisation is a bonus.
- Passion for user-centric approaches and a customer-obsessed mindset, ideally with experience in the on-demand economy.
Benefits
- **What We Offer:****
- **Industry-Leading Salary Package:** Enjoy a highly competitive salary package that rewards your expertise and hard work.
- ** Flexible time off:** 25 days of paid holiday, a paid birthday off, and remote-friendly working.
- **Comprehensive Pension Scheme:** Secure your future with our robust pension scheme.
- **Cutting-Edge Tech Office Environment:** Work in a modern, tech-driven office environment equipped with the latest tools and technology.
- **Medical Insurance: **Protect yourself with our comprehensive medical insurance plan.
- **Work Location: **
- Enjoy a hybrid work model with the flexibility to work from home, while spending at least 2 days a week in our vibrant London, King's Cross office.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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