About the Role

We are looking for an ECRM Specialist to turn customer behavior and data into meaningful, personalized customer experiences and growth opportunities.

You will continuously analyze customer behavior, build and optimize segments, run experiments, and measure campaign performance to identify what works best. Working closely with Product, Data, Performance, Content, and Design teams, you will help create more relevant customer communications while driving engagement, conversion, retention, and customer value.

What You'll Do

• Design, execute, and continuously optimize ECRM campaigns and customer journeys across channels such as SMS, Push Notifications, and Email, covering use cases from onboarding and activation to cross-sell, re-engagement, and churn prevention.
• Build and continuously optimize customer segments based on user behavior, characteristics, and lifecycle stage to deliver targeted and personalized communications.
• Design and run A/B tests across messaging, timing, audience segments, offers, and campaign logic, and use the results to improve campaign performance.
• Monitor and analyze key campaign metrics such as CTR, Conversion Rate, Uplift, and ROI, and translate insights into actionable recommendations.
• Identify customer growth and engagement opportunities through behavioral and performance data and turn them into actionable ECRM initiatives and campaigns.
• Monitor and optimize campaign delivery costs and efficiency to maximize return on investment.
• Collaborate closely with Product, Data, Performance, Content, and Design teams to plan and execute effective customer communication initiatives.
• Build and maintain reports and dashboards to monitor ECRM performance and customer engagement.
• Leverage AI tools to improve efficiency and effectiveness in segmentation, personalization, analysis, reporting, and dashboard creation.

What We're Looking For

• Hands-on experience with an ECRM or Marketing Automation platform, such as WebEngage, Intrack, or similar tools.
• Good understanding of fundamental marketing concepts and the principles of creating value for customers.
• Practical experience with Google Analytics and Google Tag Manager.
• Solid understanding of A/B testing, control groups, and uplift analysis.
• Experience with data analysis and hands-on knowledge of Google Sheets and Looker Studio.
• Good understanding of customer segmentation, lifecycle marketing, and retention.
• Strong analytical thinking and a data-driven approach to decision-making.
• Basic knowledge of SQL is a plus.

Key Competencies

• Analytical & Data-Driven Thinking: Ability to analyze customer and campaign data, identify patterns, and turn insights into actionable initiatives.
• Experimentation & Problem Solving: Ability to formulate hypotheses, test different approaches, learn from results, and continuously optimize.
• Ownership & Results Orientation: Takes responsibility for outcomes and follows initiatives through from idea to execution and measurement.
• Collaboration & Communication: Works effectively with cross-functional teams and communicates ideas, insights, and results clearly.
• Learning Agility: Quickly learns new tools, technologies, and approaches and applies them effectively to improve customer engagement.