ECRM Specialist

About the Role

Tapsi Garage is looking for a data-driven ECRM Specialist to improve customer engagement, increase repeat purchases, and reactivate inactive users through targeted campaigns, customer segmentation, and marketing automation.

Key Responsibilities

• Plan, execute, and optimize ECRM campaigns across SMS, Push Notifications, and other communication channels.
• Build and maintain customer segments based on behavioral data, purchase history, and lifecycle stage.
• Design customer journeys for onboarding, first-purchase conversion, repeat purchases, cross-selling, and reactivation.
• Understand tracking concepts including events, customer attributes, UTM parameters, and conversion measurement.
• Monitor campaign performance and optimize key metrics, including Conversion Rate, Repeat Purchase Rate, Retention Rate, Reactivation Rate, and Cost per Order.
• Conduct A/B tests on messaging, offers, timing, and audience segments.
• Prepare campaign performance reports and provide actionable recommendations to improve results.
• Ensure accurate campaign setup, audience targeting, tracking, and execution.

Requirements

• Bachelor's degree in Marketing, Business, Industrial Engineering, or a related field.
• 2+ years of experience in ECRM, CRM, Retention Marketing, or Digital Marketing.
• Hands-on experience with ECRM platforms such as WebEngage, or similar tools.
• Good understanding of customer segmentation, lifecycle marketing, and marketing automation.
• Experience in SMS and Push Notification campaign management and A/B testing.
• Proficiency in Excel and Google Sheets, Metabase; familiarity with GA4 and Looker Studio.
• Strong analytical, communication, and problem-solving skills.
• Ability to manage multiple campaigns and collaborate effectively across teams.

Preferred:

• Experience in e-commerce, RFM segmentation, and cohort analysis.
• Experience building or improving CRM automation frameworks and processes.
• Experience measuring incremental impact through control groups or holdout testing.