- Analyze customer behavior, motivations, needs, and journeys to identify opportunities to improve engagement, conversion, retention, repeat purchases, and customer value.
- Build customer segments based on behavior, lifecycle stage, value, and growth potential.
- Develop customer journeys that combine content, communication, offers, personalization, and outreach.
- Own strategy, messaging, and execution across email, SMS, automated journeys, and promotional programs.
- Create customer experiences for onboarding, first purchases, post-purchase engagement, repeat purchases, reactivation, and win-back.
- Develop targeted campaigns, gifting, exclusive programs, and coordinated outreach for high-value customers.
- Create customer-facing content, including subject lines, SMS messages, promotional concepts, and personalized pitches.
- Measure program performance, run experiments, and use results to improve messaging, offers, timing, audience selection, and customer experiences.
- Build processes, playbooks, and systems to scale successful programs with less manual intervention.
- Coordinate with Sales, Marketing, Creative, Data, Tech, and Operations to turn customer insights and growth opportunities into action.
CRM