CRM Retention Manager

Role overview:

We are seeking a highly skilled and experienced CRM Systems Architect to join our growing team at Ace Blend. The ideal candidate will have a strong technical background with extensive experience working with CRM systems like Hubspot, Zoho, BIK.AI, Salesforce, or similar platforms. You will be responsible for creating, implementing, and optimizing customer relationship management systems that enhance our customer journeys, improve retention, and drive overall business growth.

Key responsibilities:

- Daily Automations Update: Maintain and update daily automation processes to optimize customer engagement and retention. - Customer Journey Creation: Design and implement detailed customer journeys across various touchpoints and stages of the lifecycle. - Templates Creation: Develop and manage templates for email, WhatsApp, SMS, RCS, and web push notifications to ensure consistent and engaging messaging. - Campaign Management & Execution: Oversee the planning, execution, and optimization of multi-channel campaigns (email, SMS, push notifications, etc.). - Vendor Management: Collaborate with external CRM solution vendors, ensuring alignment with project goals and quality standards. - Reports Creation: Design and deliver regular reports on key metrics such as customer feedback, retention, sales, and other performance indicators. - AI & ML Training: Train and implement AI/ML models to improve predictive customer insights and personalization. - Integrations & Support: Lead system integrations and provide technical support to ensure seamless CRM operations. - Cross-Team Collaboration: Work closely with marketing, tech, and product teams to ensure alignment on CRM initiatives and goals. - Data Analysis: Analyze customer feedback, retention metrics, and sales data to inform decisions and improve CRM strategies.

Ideal Candidate:

- Strong technical expertise and hands-on experience with CRM systems such as Hubspot, Zoho, BIK.AI, Salesforce, etc. - Ability to manage complex CRM processes, data integration, and multi-channel campaigns. - Experience in AI/ML training and application in CRM systems. - Proven track record of successful vendor management and working with external platforms. - Skilled in data analysis and building detailed reports to inform strategic decisions. - Excellent communication and cross-functional collaboration skills.

Qualifications:

- Bachelor's or Master’s degree in IT, Computer Science, Business, or a related field. - 3-5 years of relevant experience in CRM system management, architecture, and implementation. - Strong problem-solving and technical troubleshooting skills.

Perks:

- Competitive salary - Health and wellness benefits - Opportunity to work with a growing brand at the forefront of functional nutrition and wellness