About this role
As our Senior CRM Specialist, you will play a leading role within the Customer Engagement & Loyalty squad, driving our retention efforts across channels. Using a customer-centric approach, you will turn data into meaningful connections and high-impact programmes. We are looking for someone who takes ownership at scale, mentors teammates, and thrives in a fast-moving, data-driven environment. You will shape our CRM execution, influence both local and global teams, and help us move fast and scale our impact in a competitive landscape.
These are some of the key components to the position:
•Aim high by designing and optimising high-impact multi-channel CRM campaigns across email, push, SMS, and in-app platforms, with a focus on driving long-term customer lifetime value.
•Drive excellence through rigorous A/B testing, data analysis, and segmentation to continuously improve campaign performance and customer retention metrics.
•Keep it simple by streamlining CRM processes, voucher planning, and campaign workflows across markets for maximum efficiency.
•Raise the bar by partnering with international and local teams to experiment with new CRM technologies and AI-driven engagement strategies.
•Collaborate across the business, with data, product, and brand teams, to ensure messaging is timely, brand-aligned, and always puts the customer first.
•Support each other by onboarding, mentoring, and reviewing the work of junior team members and interns, ensuring quality standards are consistently met.
•Act as a guardian of CRM best practices, holding the team accountable for high-impact, error-free execution.
•Autonomously lead strategic CRM projects, from segmentation and personalisation initiatives to cross-channel innovation and new channel strategies.
What will you bring to the team?
•Proven expertise in multi-channel CRM marketing, with deep experience managing complex Email, Push, and In-App campaigns end to end.
•An analytical mindset with the ability to stay committed to achieving goals through data-driven segmentation and a track record of improving customer retention.
•A focus on aiming higher, with the drive to continuously raise the bar on campaign performance and CRM best practices.
•Strong stakeholder management and project ownership skills, with the ability to influence and collaborate with both local and global teams.
•A proactive and agile approach, showing a readiness to move fast and adapt in a global scale-up environment.
•Experience mentoring junior colleagues and a collaborative spirit dedicated to lifting each other up and celebrating team wins.
•Exceptional communication skills in English; additional language skills are a plus.
•Curiosity about CRM innovation, including AI-driven engagement tools and emerging channel strategies.
