CRM Manager

About the role

The User Operations Manager will be responsible for managing and optimizing CRM internal tools. This role acts as the bridge between data, product, marketing, and business stakeholders to ensure a 360-degree view of the customer from acquisition to retention. You will lead A/B testing initiatives, monitor CRM KPIs, and coordinate multi-channel campaigns to maximize order conversion and user lifetime value.

Job Responsabilities

CRM Internal Tools & Automation

• Manage and optimize CRM internal tools
• Implement and coordinate automated relationship rules together with Product Teams
• Identify technical bottlenecks and implement new features, connectors, and complementary tools within the Salesforce ecosystem
• Monitor CRM KPIs including channel performance, deliverability, CTR, order attribution, and budget utilization
• Establish continuous improvement processes for CRM channel performance
• Provide actionable insights about user experience through communications
• Manage CRM budget allocation and attribution tracking across channels
• Conduct extensive and continuous A/B testing to improve performance across all CRM channels
• Identify and reduce over-communicated and under-communicated user segments
• Define user sensitivity to communications via different channels and propose comms cap reviews
• Develop & Improve communication strategies & User Journeys

Stakeholder Management

• Act as a liaison between various stakeholders (Product, Marketing, Business, Data, Customer Experience, Delivery) to ensure a 360-degree view of the customer
• Coordinate the timing of multi-channel campaigns and ensure best practices
• Collaborate and optimize Resource Usage for Business operations

Requirements

• Bachelor's degree or above in business, economics, engineering, or related fields
• 5+ years of robust experience in user operations, loyalty, CRM, or product growth strategy in digital platforms
• Background in e-commerce, food delivery, or subscription-based businesses preferred
• Strong analytical skills, with proficiency in SQL, Python, or other tools to extract insights and validate impact
• Experience with CRM platforms and communication channel management
• Strong project management and cross-functional leadership skills, preferrably previous experience with Product and Martech
• Excellent communication skills to bridge technical and non-technical stakeholders
• Ability to balance user delight with business impact