CRM Manager

Key Responsibilities

CRM Strategy & Execution (Core of the Role)

• Translate client business objectives into concrete, executable CRM strategies, with a strong focus on hands-on delivery.
• Design, build, and optimize CRM roadmaps covering:
  
  
  • Segmentation & data logic
  • Automated flows & customer journeys
  • Campaign calendars (email, SMS, push)
  • Performance tracking & reporting
    
    
• Be directly involved in CRM execution:
  
  
  • Building and maintaining flows
  • Creating and launching campaigns
  • Managing segmentation and personalization rules
  • QA, testing, and continuous optimization
  • Copywriting email
    
    

Marketing Automation & Retention Performance

• Own the end-to-end execution of CRM initiatives, from idea to deployment to optimization.
• Actively use CRM platforms such as Klaviyo, Brevo (and others) for:
  
  
  • Database structuring and segmentation (with the help of our Data/Tech team).
  • Automation logic and journey orchestration
    
    

Client Management & Delivery Ownership

• Manage CRM delivery for a portfolio of clients, acting as their CRM point of contact.
• Ensure high execution quality, clear prioritization, and realistic timelines.
• Explain CRM choices, performance, and trade-offs clearly to clients, including non-technical stakeholders.
• Contribute to client retention and upsell by demonstrating tangible CRM impact.
  
  

Cross-functional Collaboration

• Work closely with Paid Media, SEO, Creative, and Data teams to align CRM execution with broader growth strategies.
• Coordinate with internal and external resources (freelancers, partners) when needed.

CRM Department Structuring & Scaling (In a supportive capacity with Department Head)

• Contribute to the structuring of Primelis’ CRM delivery model, including:
  
  
  • Execution standards & best practices
  • Templates, playbooks, and operational processes
    
    
• Support onboarding and upskilling of future CRM profiles (junior or freelance).
• Provide operational feedback to help evolve CRM offers, scoping, and pricing.
  
  

Required Profile

• Experience:
  • 4-5 years of proven experience in CRM for E-commerce clients.
  • Demonstrated experience working with scale-up and enterprise-level clients.
  • Proven ability to exceed retention and performance targets on multi-market accounts.
• Soft Skills:
  • Exceptional communication, presentation, and interpersonal skills.
  • Strong strategic thinking and complex problem-solving abilities.
  • Highly organized with meticulous attention to detail.
• Technical Proficiency:
  • Proficiency in CRM platforms and tools (e.g., Klaviyo, Brevo, etc.).
  • Strong analytical skills with the ability to interpret complex data and draw relevant conclusions about customer behavior.
  • Deep understanding of the customer journey, marketing automation principles, and campaign performance analysis.