The CRM team at Carousell tackles business objectives that surround the Carousell user by focusing on engagement, retention and reactivation. We carry out our mission first by developing a solid understanding of the different experience flows a user can undertake on the platform, before designing timely and relevant touchpoints on CRM channels (e.g. Push, Email) to engage accordingly. We develop different campaigns for users at different stages of the lifecycle (e.g. New user, lapsed user), with a focus on delivering a consistent and scalable 1:1 user experience.
We are looking for a CRM Specialist to join our team and support across strategy and planning, project management of CRM campaigns and more.
This role will report into the CRM Manager.
Areas of Responsibility
Strategy and planning
Actively support the overall CRM strategy, plans and rollout schedule of initiatives and experiments
Play the role of a strong CRM business partner to Category Marketing teams with expertise in user segmentation and messaging that align with marketing plans
Engage cross-functional teams (e.g. Category Marketing, Product) in discussions related to your plans (e.g. validation of user problem hypotheses that a CRM experiment seeks to prove)
Project management: Rollout, experimentation and optimisation
Drive rollout of initiatives against proper tracking and documentation
Drive process of user problem hypothesis testing and measurement using CRM channels
Utilise internal dashboards to report on performance and share information to relevant stakeholders
Set up workflows/processes for the team to follow and execute campaigns both for marketing and regional automated campaigns
Consistently analyse campaign results and provide learnings and recommendations to relevant stakeholders (e.g. improvements to setup, segmentation, messaging)
Manage projects that require cross-functional coordination and take charge of setting up processes as needed
Upkeep quality of user segment data by working with Product, Engineering and Data to ensure that user segments are up-to-date for new campaigns
Have a solid grasp of the user funnel, KPI metrics and continuously optimise campaigns to drive growth
