Senior CRM Manager

Role Purpose
The purpose of the CRM Manager role is to increase customer retention, engagement, and lifetime value through hands-on execution of CRM communications and bonus mechanics. This role owns direct customer communication via email, SMS, and on-site push notifications, as well as the creation and management of loyalty programs, bonuses, cashback, tournaments, and reward systems.
The CRM Manager is responsible for turning users into loyal customers through timely, relevant, and performance-driven CRM campaigns.

Key Responsibilities

• Create, launch, and manually manage CRM campaigns across:
  • Email sequences and trigger-based flows
  • SMS campaigns
  • On-site push notifications
• Develop and optimize customer communication funnels across the full lifecycle: onboarding, activation, retention, and reactivation.
• Create and manage bonus mechanics, including:
  • Welcome bonuses for new users
  • Cashback programs
  • Promotional bonuses
  • Tournaments and competitions
  • Bonus store / reward shop mechanics
• Segment the customer base and personalize communications based on user behavior and activity.
• Monitor and analyze CRM campaign performance, including open rate, CTR, conversion, retention, and LTV.
• Continuously test, optimize, and improve messaging, timing, and promotional offers.
• Collaborate closely with product, marketing, and support teams to align CRM activities.
• Ensure compliance with communication rules, opt-in requirements, and internal policies.
• Maintain CRM documentation and campaign calendars.

Key Goals for the First 30 Days

• Complete onboarding and gain a full understanding of the product, customer journey, and CRM tools.
• Review existing CRM campaigns, communication flows, and bonus mechanics.
• Audit current customer segmentation and lifecycle stages.
• Independently launch initial CRM campaigns across email, SMS, and push channels.
• Propose quick-win improvements to increase retention and engagement.
• Establish CRM reporting and performance tracking.

Trial Period Goals (3 Months)

• Independently manage CRM communications across email, SMS, and push channels.
• Launch and optimize multiple lifecycle and promotional campaigns.
• Implement and test bonus mechanics, including welcome bonuses, cashback, and promotions.
• Demonstrate measurable improvements in engagement and retention metrics.
• Establish a clear CRM calendar and reporting structure.
• Take full ownership of customer communication and retention KPIs.

Requirements

• English level: Upper-Intermediate to Advanced (B2–C1).
• 1–3+ years of experience as a CRM Manager, Retention Manager, or Lifecycle Marketer.
• Proven hands-on experience with email, SMS, and push notification campaigns.
• Experience working with bonus systems, loyalty programs, or gamification mechanics.
• Strong analytical mindset with a performance-driven approach.
• Additional languages are a plus.

Tools / Technologies

• Customer.io