Public summary
A technology-driven company specializing in AI and large-scale data management in the legal sector is seeking a Senior CRM Analyst. The role focuses on developing and executing customer lifecycle strategies to enhance engagement, retention and revenue, using sophisticated marketing automation platforms and data analysis. The position supports inclusive hiring practices for persons with disabilities and offers the opportunity to work remotely.
Responsibilities
Design, operationalize, and measure customer journeys ensuring precise and timely messaging across multichannel platforms including Email, WhatsApp, SMS, and Push notifications. Manage the customer lifecycle focusing on acquisition, reactivation, top-of-funnel conversion, engagement, retention, and revenue expansion through upsell and cross-sell strategies. Serve as internal CRM consultant across product, marketing, and sales teams. Configure complex campaigns and automations on CRM platforms. Contribute to the development of the company's internal Customer Data Platform, maintaining a unified customer view. Build and maintain dashboards reflecting CRM's impact on sales pipeline and recurring revenue. Maintain detailed documentation of events, segmentation logic, and customer interaction campaigns to ensure traceability and scalability.
Qualifications
Proven experience in CRM management preferably within high-growth companies or subscription-based products. Advanced proficiency with CRM orchestration tools such as Braze, Insider, Salesforce Marketing Cloud, or Customer.io. Competent in data analytics with mandatory Excel/Sheets skills and preferably SQL or BI tools like Looker or Tableau. Demonstrated success managing retention, reactivation, and lifetime value metrics. Ability to independently identify customer journey bottlenecks and implement end-to-end solutions. Hands-on experience with campaign setup and execution. Additional assets include experience in LegalTech, prior involvement in CRM migrations or data reorganizations, and basic technical knowledge of HTML/CSS for email marketing and API integration logic.