CRM Program Manager (Contract - Remote)

CRM Strategy & Program Leadership:

• Own the end-to-end CRM strategy across email, in-app, push, and messaging apps, aligned to acquisition, engagement, and retention KPIs.
• Build and maintain the CRM roadmap, balancing evergreen lifecycle programs, promotional campaigns, and strategic initiatives.
• Set the global CRM framework and define localized execution by market.

CRM Platform & Vendor Management:

• Evaluate and manage messaging providers and official business account setups per platform.
• Own platform relationships (e.g., Iterable), including contracts, roadmap alignment, and feature adoption.
• Drive strategic CRM innovation projects such as AI/LLM integrations from discovery through rollout.

Audiences & Lifecycle Journeys:

• Partner with PMs and engineers to co-design lifecycle programs, in-product messaging surfaces, and journey delivery mechanics.
• Define audience segmentation and lead qualification frameworks.
• Own audiences and lists across markets: segmentation, hygiene, suppression, and ongoing maintenance.

Analytics, Measurement & Optimization:

• Own CRM KPIs, dashboards, and reporting across all channels.
• Design and lead CRM experiments and turn learnings into durable program improvements.
• Tie CRM performance to business outcomes (LTV, retention, activation, payback) with actionable recommendations.