CRM Specialist (E-commerce & Funnel Optimization)

Job Summary

We are seeking a highly analytical and results-driven CRM Specialist to join our marketing team. The ideal candidate will be a master of the customer lifecycle, with a keen focus on identifying and addressing drop-off points in our sales funnel on our e-commerce platform and/or Shopify website. This role is crucial for our customer retention and growth strategies, leveraging data and automation to personalize the customer journey, recover abandoned carts, and increase customer lifetime value (CLV).

Key Responsibilities

Funnel Analysis & Optimization:

• Proactively monitor and analyze key performance indicators (KPIs) and customer behavior data within the e-commerce funnel (e.g., website visits, product views, add-to-cart rates, checkout completion).

• Identify critical drop-off points and provide actionable insights to marketing, product, and sales teams to improve conversion rates.

• Develop and implement strategies to recover abandoned carts, including targeted email, SMS, and push notification campaigns.

CRM System Management

• Administer and optimize our CRM platform (e.g., Salesforce, HubSpot, Klaviyo, etc.) to ensure data accuracy, system integrity, and seamless integration with our Shopify store.

• Develop and manage customer segmentation based on behavior, purchase history, demographics, and engagement level.

• Create and automate a variety of workflows and communication campaigns, including welcome series, post-purchase follow-ups, re-engagement campaigns, and loyalty programs.

Customer Retention & Engagement

• Design and execute personalized campaigns to nurture leads, drive repeat purchases, and build customer loyalty.

• Develop and manage customer feedback loops and surveys to gather insights and improve the overall customer experience.o Implement and manage loyalty programs, exclusive offers, and personalized product recommendations to increase customer lifetime value.

Reporting & Analytics

• Create and maintain dashboards and reports to track the performance of all CRM and funnel-related initiatives.

• Regularly present performance metrics, insights, and recommendations to stakeholders and senior management.

• Conduct A/B testing on campaigns and workflows to continuously optimize performance.

Cross-Functional Collaboration

• Work closely with the marketing team to align CRM strategies with broader marketing campaigns.

• Collaborate with the web development and product teams to ensure a seamless and optimized user experience on the website.

• Partner with customer service to leverage CRM data for faster, more personalized support.

Required Skills And Qualifications

• Proven experience as a CRM Specialist, CRM Manager, or similar role in an e-commerce environment.

• Bachelor’s degree in Marketing, Business, or a related field, or equivalent practical experience.

• Deep understanding of e-commerce sales funnels and the customer journey.

• Proficiency with at least one major CRM/marketing automation platform (e.g., Klaviyo, HubSpot, Salesforce Marketing Cloud, etc.).

• Strong analytical skills with the ability to interpret complex data and derive actionable insights.

• Experience with Shopify and its ecosystem of apps and integrations is highly desirable.

• Excellent communication skills, both written and verbal, with the ability to present technical information to a non-technical audience.

• Detail-oriented and highly organized with strong project management abilities.

• A passion for digital marketing, customer behavior, and continuous learning.

Skills: e-commerce,crm,campaigns