About the Role:
As a CRM Manager at Essor, you will operate at the dynamic intersection of advanced MarTech, technical problem-solving, and deep consumer orientation. You will lead the execution and evolution of our CRM ecosystem, owning the end-to-end delivery of campaigns—from planning and briefing through to build and deployment—while driving scalable, data-driven customer experiences.
Operating within an in-house agency model, you will partner closely with internal business units as your clients. You will own the design and delivery of CRM, loyalty, and subscription solutions that drive retention, maximize lifetime value, and build recurring revenue. You will be responsible for bringing the CRM system and maintenance in-house, as well as coordinating and guiding our CRM specialists based in the Philippines. Crucially, you will champion the integration of AI into our daily CRM workflows, leveraging new technologies to automate processes, enhance segmentation, and scale hyper-personalized communications.
You will bring strong expertise in Klaviyo, marketing automation, subscription platforms, and AI-driven capabilities, ensuring Essor’s CRM infrastructure is not only high-performing but actively shaping the future of our customer journey.
You will leverage deep Direct-to-Consumer (DTC) and e-commerce experience to scale our online brand presence, streamline customer acquisition and retention journeys, and lead transitions towards modern agentic CRM workflows.
What You'll Do:
Campaign Strategy & End-to-End Execution
- Lifecycle Management: Own the full campaign lifecycle, including briefing, planning, building, QA, deployment, and post-campaign analysis.
- Multi-Channel Execution: Deploy sophisticated email, SMS, and WhatsApp campaigns utilizing advanced personalization, dynamic content blocks, and conditional logic.
- Calendar & Alignment: Develop and manage the CRM marketing calendar, ensuring campaign activity perfectly aligns with broader business priorities.
- Template Development: Build and maintain modular, reusable email templates (HTML/CSS) with personalization variables to drive production efficiency.
- Flawless Delivery: Troubleshoot deliverability, rendering, and data issues to ensure high-quality execution across all sends.
Data, AI & Performance Optimization
- Advanced Segmentation: Build and maintain dynamic audience models based on behavioral, transactional, and predictive data.
- AI Integration: Leverage predictive modeling and AI tools (e.g., churn scoring, LTV prediction, send-time optimization) to elevate targeting and automation.
- Testing & Analytics: Establish robust A/B testing frameworks to validate hypotheses. Monitor key metrics (LTV, churn rate, retention, AOV) to continuously optimize performance.
- Data Governance: Ensure strict tracking accuracy, robust data hygiene, and compliance across all CRM touchpoints.
CRM Automation & Technical Architecture
- Platform & System Ownership: Internalize and command the end-to-end CRM infrastructure within Klaviyo, managing ongoing system maintenance, database architecture, event tracking, and flow orchestration.
- Lifecycle Automations: Design and implement highly targeted, event-driven flows (e.g., browse abandonment, post-purchase cross-sell, churn prediction, and win-back sequences).
- Subscription Logic: Manage and optimize the subscription lifecycle using Recharge and Skio, building out triggers for renewals, churn risk, failed payments, and upgrade/downgrade paths.
- Seamless Integrations: Connect Klaviyo with key systems (loyalty programs, CDPs, Shopify apps), ensuring real-time data synchronization and consistency.
- Workflow & Process Automation: Build, optimize, and maintain automated workflows to streamline operations and enhance team efficiency.
- DTC & E-commerce Operations: Oversee end-to-end e-commerce CRM strategies, driving system migrations and integrating agentic AI workflows to optimize online customer lifetime value (LTV).
Stakeholder Partnership & Innovation
- Strategic Advisory: Act as the primary CRM lead for internal business units, translating client needs and business briefs into scalable CRM, loyalty, and subscription solutions.
- Journey Mapping: Partner with cross-functional stakeholders to define use cases, map out comprehensive customer journeys, and prioritize strategic initiatives.
- Team Coordination: Coordinate and collaborate with the offshore CRM specialist team based in the Philippines to align execution and maintain delivery standards.
- Continuous Evolution: Proactively identify and implement emerging tools, system enhancements, and AI-driven workflows to scale our CRM impact and unlock new engagement opportunities.
Who You Are:
- 5–7 years of experience in CRM, lifecycle marketing, marketing automation
- Proven hands-on expertise with Klaviyo, including flows, segmentation, and integrations
- Strong Direct-to-Consumer (DTC) and e-commerce background, with a track record of driving online growth and customer retention
- Experience with AI-driven CRM tools, predictive analytics, or customer scoring models is highly preferred
- Proficiency in SQL and experience working with data warehouses (e.g., Snowflake, BigQuery)
- Strong experience with subscription platforms such as Recharge and/or Skio
- Experience managing or integrating loyalty programs within CRM ecosystems
- Proficiency in HTML/CSS for email development and dynamic templating
- Strong analytical and problem-solving skills, with a focus on performance optimization
- Experience working in agency or startups is a plus
- Preferred experience owning end-to-end email creation, from copywriting and visual design through to final build and deployment, with the ability to leverage AI tools
We are seeking for people who:
- Are owners.
- Are continually raising the bar.
- Are sincerely open-minded, and are willing to examine their strongest convictions with humility.
- Nurture and embrace differing perspectives to make better decisions.
What's in it for you?
- A supportive, diverse and global team with a growth mindset.
- A scaling company with great industry professionals.
- A flexible (hybrid) working environment.
- Great opportunities to get involved with exciting projects.
If you are ready to join our fast-paced company, apply now!
We are an Equal Opportunity Employer. All qualified applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, ancestry, age, or national origin will be considered. No qualified applicants will be discriminated against on the basis of disability or protected veteran status.