CRM Manager

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 , 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 yea