MI
Mercari, Inc.Senior CRM Specialist
Senior CRM Specialist managing CRM initiatives for Mercari's product offerings including Merpay and Mercoin. Leading strategy and project execution for optimizing customer experiences.
About the role
- Define and deliver the long-term CRM vision, ensuring alignment with company-wide objectives
- Set measurable goals for customer retention, engagement, and lifetime value, reporting progress to senior leadership
- Drive incremental revenue by optimising lifecycle journeys, increasing repeat purchase rates, and boosting average order value
- Manage the loyalty programme to strengthen customer relationships and encourage repeat orders
- Oversee delivery of multi-channel CRM campaigns (email, SMS and WhatsApp) with a focus on personalisation and automation
- Implement advanced segmentation and predictive targeting to reach the right customers at the right time
- Leverage CRM platforms and analytics tools to measure campaign effectiveness, track customer behaviour, and predict trends
- Work closely with the data team to build CRM dashboards and conduct quarterly RFM analysis
- Partner with marketing, product, creative, and CX teams to deliver a consistent, high-impact customer experience
- Lead, inspire, and grow the CRM team, mentoring direct reports and fostering a high-performance, innovation-driven culture
- Own the CRM and loyalty budgets and manage relationships with technology partners
Requirements
- 10+ years’ experience in CRM / customer lifecycle marketing in D2C e-commerce or retail brand
- Success scaling data-driven CRM programmes that significantly improve retention and lifetime value (LTV)
- Proven leadership of loyalty and membership programmes with clear, measurable commercial impact
- CRM expertise across DTC, e-commerce, and retail channels
- Hands-on experience with CRM platforms (e.g., Klaviyo, Salesforce, Braze)
- Strong analytical skills and ability to translate data into strategic actions
- Skilled in campaign automation, dynamic segmentation, and personalisation across multiple touchpoints
- Track record of building, mentoring, and motivating high-performing teams
- Strong stakeholder management skills with the ability to influence at all levels
- Excellent organisational and project management abilities
- Commercially astute, with a track record of delivering high ROI from CRM initiatives
Benefits
- Hybrid role — 3 days in the office (Old St, London)
- Professional development opportunities
- Opportunity to lead, mentor and grow a high-performance CRM team
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
RE
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