CRM Marketing Manager

<img src="https://we-work-remotely.imgix.net/logos/0171/6312/logo.gif?ixlib=rails-4.0.0&w=50&h=50&dpr=2&fit=fill&auto=compress" /> <p> <strong>Headquarters:</strong> Armenia <br /><strong>URL:</strong> <a href="http://cxmdirect.com">http://cxmdirect.com</a> </p> <strong>Description</strong><br><h3>CRM Marketing Manager</h3><p><strong>Reporting to:</strong> CMO<br><strong>Location:</strong> Fully Remote<br><strong>Markets:</strong> 12</p><h3>About the Role</h3><p>We are looking for a <strong>CRM Marketing Manager</strong> to own CXM’s customer lifecycle marketing across 12 markets. You will use customer data, segmentation, automation, and personalised communications to improve activation, first-time deposits, retention, reactivation, and customer lifetime value.</p><p>This is a hands-on role for someone who can build CRM journeys from the ground up, manage campaigns across multiple markets, and use performance data to continuously improve results.</p><h3>Key Objectives</h3><ul><li>Build and launch at least <strong>3 automated lifecycle journeys</strong> covering welcome/activation, retention, and reactivation within the first 6 months.</li><li>Improve the current <strong>9% lead-to-FTD conversion rate</strong> through targeted CRM activation campaigns.</li><li>Support reducing churn to <strong>below 10%</strong> through structured retention and reactivation programmes.</li><li>Build and maintain localised CRM journeys across all <strong>12 markets</strong>.</li><li>Maintain <strong>99%+ deliverability</strong> and ensure all CRM activity meets applicable compliance requirements.</li></ul><h3>Key Responsibilities</h3><h3>Lifecycle & CRM Strategy</h3><ul><li>Own customer journeys across onboarding, activation, conversion, retention, loyalty, VIP, churn prevention, and win-back.</li><li>Define triggers, audiences, journey logic, exclusions, frequency caps, and exit criteria.</li><li>Coordinate email and push communications to create a consistent customer experience.</li></ul><h3>Campaigns & Automation</h3><ul><li>Build, launch, and optimise automated CRM campaigns using platforms such as <strong>Mailgun, Braze, Klaviyo, or equivalent</strong>.</li><li>Create targeted campaigns based on customer behaviour, lifecycle stage, market, language, and product.</li><li>Manage promotional campaigns, newsletters, VIP communications, retention campaigns, and partner communications.</li><li>Develop and maintain reusable email templates and content blocks.</li></ul><h3>Segmentation & Personalisation</h3><ul><li>Build and maintain customer segments, consent lists, exclusions, and communication rules.</li><li>Configure personalised and dynamic content based on customer data.</li><li>Work with Product, Analytics, and IT to define and validate data and event requirements.</li><li>SQL knowledge is a strong advantage.</li></ul><h3>Localisation</h3><ul><li>Manage CRM communications across multiple languages and markets.</li><li>Coordinate translation, editing, and linguistic QA.</li><li>Ensure correct currencies, dates, links, variables, legal messaging, tone, and RTL requirements.</li><li>Maintain master journeys and localisation matrices across all markets.</li></ul><h3>Deliverability & Compliance</h3><ul><li>Monitor deliverability, bounces, spam complaints, suppression lists, and domain/IP reputation.</li><li>Maintain strong email hygiene and deliverability standards.</li><li>Run detailed pre-launch QA covering audiences, links, variables, tracking, content, sender details, and scheduling.</li><li>Ensure campaigns comply with consent, unsubscribe, data retention, and local regulatory requirements.</li></ul><h3>Analytics & Optimisation</h3><ul><li>Analyse CRM performance by market, language, segment, and customer lifecycle stage.</li><li>Measure conversion, retention, churn, revenue, and incremental uplift — not just opens and clicks.</li><li>Run A/B and holdout tests across offers, messaging, timing, frequency, channels, and journey structure.</li><li>Maintain a clear optimisation backlog and turn insights into measurable improvements.</li></ul><br><br><strong>Requirements</strong><br><ul><li>Proven experience in <strong>CRM, lifecycle marketing, email marketing, or marketing automation</strong>.</li><li>Hands-on experience building automated customer journeys.</li><li>Strong understanding of segmentation, personalisation, triggers, and lifecycle strategy.</li><li>Experience managing CRM across multiple markets and languages.</li><li>Strong knowledge of email deliverability and campaign QA.</li><li>Experience with <strong>Mailgun, Braze, Klaviyo, or similar CRM platforms</strong>.</li><li>Strong analytical and data-driven mindset.</li><li>Comfortable working with technical and data teams.</li><li>Excellent attention to detail and ability to manage multiple campaigns simultaneously.</li><li>Experience in <strong>FX, fintech, trading, igaming, or another regulated B2C environment</strong> is highl