CRM Lead, The Body Coach

• We’re looking for a dynamic, hardworking individual who thrives in a 4-day workweek environment and is eager to make a tangible impact
• We’re looking for someone passionate about lifecycle marketing, customer insights, and creating engaging content. The ideal candidate will have:
• Extensive CRM Experience: Proven track record in CRM, lifecycle marketing, audience segmentation, and retention strategies
• Platform Expertise: Proficient in using CRM platforms e.g. Braze or Iterable, with experience in platform migrations and dynamic content development
• Analytical Mindset: Strong skills in data analysis and reporting using tools like Amplitude, Metabase. SQL knowledge ideal
• Creative Flair: Experience building email templates via HTML; developing compelling copy, and collaborating on campaign concepts
• Testing and Experimentation: Hands-on experience with A/B and multivariate testing to drive measurable improvements in campaign performance
• Fast-Paced Problem Solving: Comfortable managing multiple projects in a fast-moving, 4-day workweek environment
• Curiosity: A natural curiosity to dig deeper into data, customer behavior, and market trends to uncover new opportunities
• Critical thinking: Strong ability to assess challenges, identify root causes, and propose innovative solutions
• Strong Communication Skills: Ability to clearly articulate ideas, present insights, and collaborate across teams
• Razor-sharp attention to detail: Able to manage platform complexities, dependencies and ensure each customer journey is smooth and optimised

Desirable

• As CRM Manager, you’ll be the driving force behind our customer engagement strategy, taking ownership of our core audiences, maintaining and optimising user journeys, rolling out automation, segmentation and managing cross channel comms
• You’ll play a vital role in improving customer experience, acquisition, engagement, and retention through testing, experimentation, and personalized communications
• Reporting to the Growth Lead, you’ll collaborate with teams across product management, engineering, production, and customer service. This is a fast-paced, hands-on role where no two days are the same
• Design and implement comprehensive CRM strategies to drive lead gen, customer engagement, acquisition, retention, and win-back initiatives
• Set up and monitor multi-channel campaigns (email, push notifications, in-app messaging, app storefronts) using customer engagement platforms
• Develop tailored, segmented customer journeys informed by behavioral data and insights
• Ensure alignment of CRM communications with broader marketing initiatives, including app features, events, and content from other channels like YouTube
• Leverage audience segmentation to deliver personalized and dynamic content that resonates with different customer personas
• Design and implement A/B testing and multivariate experiments to optimize email performance, push notifications, and customer journeys
• Regularly assess and refine segmentation models to improve targeting and engagement
• Monitor and analyze customer behavior throughout the lifecycle to identify opportunities for improvement
• Build and maintain dashboards that track the impact of CRM efforts on KPIs like user acquisition, engagement, retention, and revenue
• Develop a robust testing roadmap, focusing on ongoing experimentation to enhance performance
• Present insights and performance updates to senior leadership, identifying challenges and opportunities
• Collaborate with the design and content teams to produce high-quality creative assets for email and push campaigns
• Build visually compelling, mobile-optimized email templates and dynamic creative assets using CRM tools
• Identify opportunities for personalized and dynamic content, tailoring messaging to specific user behaviors and preferences
• Act as a creative lead, ideating and developing impactful campaign concepts that reinforce The Body Coach brand values