Customer Relationship Management Manager

We are seeking an experienced CRM Manager to lead our customer lifecycle and retention marketing strategy across multiple European markets. This role will own our email, WhatsApp, and lifecycle marketing programs, manage our Klaviyo platform end-to-end, and build high-performing customer journeys that increase engagement, customer lifetime value, and subscription growth.

You will play a key role in scaling customer relationships across our fitness ecosystem while driving the lifecycle strategy behind the Sportstech Live subscription platform. The ideal candidate combines strategic thinking, strong analytical skills, hands-on execution, and a strong understanding of AI-powered marketing workflows, leveraging tools such as Claude AI to improve campaign performance, personalization, automation, and operational efficiency.

Key ResponsibilitiesCRM Strategy & Lifecycle Marketing

• Own and execute the end-to-end CRM roadmap and customer lifecycle strategy.
• Develop, optimize, and manage automated customer journeys including:
• Welcome Series
• Browse Abandonment
• Abandoned Cart
• Post-Purchase Education & Product Onboarding
• Cross-Sell & Upsell Campaigns
• Accessory Recommendations
• Win-Back Campaigns
• VIP & Loyalty Programs
• Continuously improve customer engagement, retention, and revenue through lifecycle optimization.

Sportstech Live Subscription Lifecycle

• Build and optimize lifecycle programs supporting the Sportstech Live subscription experience.
• Develop automated journeys for:
• Free Trial Onboarding
• Trial-to-Paid Conversion
• Subscriber Engagement
• Churn Prevention
• Reactivation & Win-Back Campaigns
• Monitor and improve subscription retention and customer lifetime value.

Multi-Market CRM Expansion

• Lead CRM rollout across multiple European markets including:
• Germany (DACH)
• France
• Spain
• Italy
• Create localized customer journeys and ensure culturally relevant messaging.
• Ensure compliance with GDPR, consent management, and country-specific opt-in requirements.

Campaign Optimization & Experimentation

• Design, execute, and evaluate extensive A/B and multivariate testing initiatives.
• Optimize:
• Subject Lines
• Preview Text
• Email Content
• Offers & Promotions
• Creative Assets
• CTA Placement
• Send Times
• Audience Segmentation
• Personalization Strategies
• Translate testing insights into scalable improvements that drive measurable business impact.

Klaviyo Platform Management

• Own and administer the Klaviyo ecosystem.
• Build and maintain:
• Automated Flows
• Customer Segments
• Dynamic Lists
• Email & WhatsApp Campaigns
• Reporting Dashboards
• Ensure CRM automation is scalable, efficient, and aligned with business goals.

AI-Driven CRM Optimization

• Leverage Claude AI and other Generative AI tools to improve campaign planning, customer segmentation, lifecycle strategy, and CRM workflows.
• Utilize AI to generate personalized email and WhatsApp content while maintaining brand consistency.
• Apply AI for campaign performance analysis, reporting, audience insights, and optimization recommendations.
• Use AI to accelerate localization and content adaptation across multiple European markets.
• Develop AI-assisted A/B testing hypotheses and optimize customer journeys using data-driven insights.
• Implement prompt engineering best practices to improve CRM productivity and marketing effectiveness.
• Stay up to date with emerging AI technologies and recommend innovative solutions to improve customer engagement and operational efficiency.

Shopify, Amazon & Technical Collaboration

• Collaborate closely with Product, Engineering, and Web teams to ensure seamless integration between Klaviyo, Shopify, and supporting marketing technologies.
• Manage customer events, tracking, catalog synchronization, and data flows.
• Work closely with eCommerce teams to support CRM initiatives across Shopify and Amazon Marketplace.
• Leverage customer insights from Shopify and Amazon to improve lifecycle campaigns, customer segmentation, and retention strategies.
• Support data quality, CRM infrastructure improvements, and omnichannel customer experiences across email, WhatsApp, Shopify, and Amazon.

Analytics & Performance Reporting

• Monitor, analyze, and report CRM performance using key business metrics including:
• Click-to-Open Rate (CTOR)
• Open Rate
• Click-Through Rate (CTR)
• Conversion Rate
• Revenue per Recipient
• Customer Lifetime Value (LTV)
• Repeat Purchase Rate
• Subscription Trial Conversion Rate
• Customer Retention Rate
• Churn Rate
• Provide actionable insights and recommendations to improve campaign effectiveness.

Data Quality & Deliverability

• Maintain high standards of audience segmentation and database hygiene.
• Monitor deliverability, sender reputation, and email performance.
• Implement CRM best practices to maximize inbox placement and engagement.

Cross-Functional Collaboration

• Partner with Brand, Creative, Product, and Marketing teams to deliver consistent, motivating, and customer-centric messaging.
• Ensure all communications reflect Sportstech's premium fitness brand, community values, and results-driven approach.

Required Qualifications

• Bachelor's degree in Marketing, Business, Digital Marketing, Communications, or a related field.
• 5+ years of experience in CRM, Lifecycle Marketing, Retention Marketing, or Customer Engagement.
• Proven experience managing CRM strategies for eCommerce, fitness, wellness, consumer electronics, or subscription-based businesses.
• Advanced hands-on expertise with Klaviyo, including automation, segmentation, reporting, and lifecycle management.
• Strong hands-on experience with Shopify and a solid understanding of Amazon Marketplace, including eCommerce customer journeys, marketplace best practices, promotions, and customer behavior.
• Experience integrating Shopify with Klaviyo and supporting omnichannel CRM strategies.
• Strong experience building and optimizing subscription lifecycle programs.
• Experience launching CRM initiatives across multiple European markets.
• Deep understanding of GDPR, consent management, and regional compliance requirements.
• Strong analytical mindset with the ability to interpret data and make data-driven decisions.
• Excellent communication, project management, and stakeholder management skills.

Required Technical SkillsCRM & Marketing Automation

• Klaviyo
• Email Marketing Automation
• WhatsApp Marketing
• Lifecycle Marketing
• Customer Journey Mapping
• Customer Segmentation
• Personalization
• Behavioral Targeting

AI & Generative AI (Required)

• Hands-on experience with Claude AI for CRM strategy, campaign planning, customer lifecycle optimization, reporting, and workflow automation.
• Experience using Generative AI tools such as Claude, ChatGPT, Gemini, or Microsoft Copilot to improve CRM operations.
• Strong Prompt Engineering skills for generating high-quality marketing content, customer communications, campaign strategies, and analytical insights.
• Ability to use AI for:
• Email and WhatsApp campaign creation
• Personalized customer messaging
• Subject line optimization
• Audience segmentation
• Campaign reporting and insights
• Customer journey optimization
• Lifecycle flow design
• Content localization
• A/B testing hypothesis generation
• Performance analysis
• Experience integrating AI into day-to-day CRM workflows to improve efficiency, scalability, and campaign effectiveness.
• Understanding of responsible AI usage, data privacy, and governance in customer communications.

eCommerce Platforms (Required)

• Shopify (Customer Data, Events, Catalog Management, Shopify Flow, Shopify Integrations)
• Amazon Marketplace knowledge, including customer lifecycle, product catalog structure, promotions, marketplace best practices, and customer purchase behavior.
• Experience integrating Shopify with Klaviyo and marketing automation platforms.
• Familiarity with customer events, product feeds, data synchronization, and omnichannel customer journeys across Shopify, Amazon, Email, and WhatsApp.

Subscription Marketing

• Free Trial Optimization
• Trial-to-Paid Conversion
• Churn Prevention
• Customer Retention
• Reactivation Campaigns
• Lifecycle Automation

Analytics & Reporting

• Google Analytics (GA4)
• Looker Studio (preferred)
• Dashboard Reporting
• Customer Data Analysis
• Performance Reporting

Testing & Optimization

• A/B Testing
• Multivariate Testing
• Conversion Rate Optimization (CRO)
• Statistical Analysis
• Experiment Design
• Performance Measurement

Marketing Metrics

• CTOR
• CTR
• Open Rate
• Conversion Rate
• Revenue per Recipient
• Customer Lifetime Value (LTV)
• Customer Acquisition Cost (CAC)
• Repeat Purchase Rate
• Trial Conversion Rate
• Retention Rate
• Churn Rate

Nice to Have

• WhatsApp Business API experience, including template messaging and opt-in compliance.
• Loyalty, rewards, or ambassador program management experience.
• Experience with Salesforce Marketing Cloud, Braze, HubSpot, Iterable, Bloomreach, or Mailchimp.
• Knowledge of Customer Data Platforms (CDPs).
• Experience managing multilingual campaigns across European markets.
• AI certifications or Prompt Engineering certifications.
• Passion for fitness, wellness, and customer engagement.

What Success Looks Like

• Increased customer engagement and retention across all CRM channels.
• Higher subscription conversion and reduced churn for Sportstech Live.
• Continuous optimization through structured A/B and multivariate testing.
• Successful rollout of localized CRM programs across European markets.
• Effective adoption of Claude AI and Generative AI to improve campaign execution, personalization, reporting, and operational efficiency.
• Strong CRM integration across Klaviyo, Shopify, and Amazon Marketplace to deliver a seamless omnichannel customer experience.
• Increased customer lifetime value, repeat purchases, and measurable business growth through data-driven CRM strategies.

If you're passionate about customer lifecycle marketing, AI-powered CRM innovation, Shopify and Amazon eCommerce, retention strategy, experimentation, and creating personalized customer experiences that drive long-term growth, we'd love to hear from you.

Mail: [email protected] / [email protected]

Contact: +91 9952560396

Location: Chennai, Tamil Nadu