- Own the end-to-end CRM strategy across email, in-app, push, and messaging apps, aligned to acquisition, engagement, and retention KPIs.
- Build and maintain the CRM roadmap across lifecycle programs, promotional campaigns, and strategic initiatives.
- Lead messaging-app channel strategy by market, taking platforms from evaluation and pilot through rollout.
- Manage CRM platform relationships, messaging providers, and official business account setups, including template approvals and policy compliance.
- Partner with product managers and engineers to design lifecycle programs, in-product messaging, event instrumentation, and journey delivery.
- Define audience segmentation and lead qualification frameworks, and maintain audience lists across markets.
- Own CRM KPIs, dashboards, reporting, email deliverability, and experimentation across channels.
- Lead campaign planning, execution, and retrospectives, coordinating stakeholders across marketing, product, engineering, data, and regional teams.
- Automate reporting, monitoring, and workflows using AI, scripts, and no-code or low-code tools.
- Lead AI adoption in CRM, including personalization, copy generation, segmentation, journey optimization, and localization.
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