CRM Assistant Manager

Job Description

To manage, execute, and optimize CRM strategies, lifecycle campaigns, and customer engagement initiatives by leveraging data-driven insights, marketing automation platforms, and cross-functional collaboration to enhance customer engagement, retention, and volumes.

• Develop multi-channel lifecycle campaigns (onboarding, retention, reactivation).
• Create data-driven segments and personalized messaging.
• Run A / B tests to optimize performance.
• Analyze campaign results and recommend improvements.

• Build and execute campaigns in Braze (email, push, in-app).
• Create automated journeys and workflows.
• Manage customer data and segmentation within Braze.
• Continuously optimize using Braze’s advanced features.

• Monitor KPIs (open, click, conversion rates).
• Generate insights on customer behavior and opportunities.
• Produce regular performance reports with actionable recommendations.

• Partner with marketing, product, support, and ops to align CRM efforts.
• Support incident communications with clear, timely messaging.
• Coordinate planning to ensure CRM systems meet business needs.

• Knowledge of HTML / CSS and Liquid for dynamic emails.
• Basic SQL for data extraction and analysis.
• Experience with APIs and CRM tools (Braze, Salesforce, etc.).

• Contribute to the development and execution of the Division’s ABCs and OKRs, while ensuring alignment with other Functions' heads.
• Make critical decisions that support the Division's strategic and tactical direction.
• Establish the plans for the respective functions / teams and provide inputs that support the Division’s goals and objectives.
• Distribute tactical responsibilities effectively to potential leaders in the Division, to improve the succession readiness of the organization over time.
• Measure and track relevant OKRs and metrics to ensure the achievement of goals and take corrective actions when necessary.

• Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner.
• Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness.
• Ensure effective utilization of the function's budget, and report accurately on progress and challenges.
• Investigate and propose implementing strategies that result in a positive financial impact for HS.
• Ensure GDPR and data-protection compliance.
• Maintain high standards of data security in customer communications.
• Uphold a high-performance working environment and promote HS’s Values.

• 3–5 Years in CRM – Proven experience in CRM, preferably within a tech, app, or e-commerce / food delivery company.
• Hands-On with Braze – At least 1–2 years of daily use with Braze for setting up campaigns, segments, and automations.
• Campaign Execution at Scale – Led large-scale, multi-segment CRM campaigns across millions of users with measurable business impact.
• Cross-Functional Collaboration – Worked closely with product, analytics, support, and tech teams to align CRM with broader business goals.
• Bachelor’s Degree – Typically in Marketing, Business Administration, Data Science, or a related field.
• CRM Platform Certifications – Braze-certified or other marketing automation tools (Salesforce Marketing Cloud, Iterable, etc.).
• Analytics Courses – Education or certifications in data analytics (Google Analytics, SQL, or Tableau) are beneficial.