**Overview** The CRM Coordinator with E-commerce Focus will be primarily responsible for **planning, implementing, and operating** the company’s Customer Relationship Management (CRM) strategy, with the primary objective of maximizing **Customer Lifetime Value (LTV), Customer Retention, and Reducing Churn** after the first purchase. This professional will have full ownership of the post-purchase customer journey, ensuring customer loyalty, increasing the **Average Order Value (AOV)**, and optimizing profitability through personalized communications and data-driven automations. **Key Responsibilities** **Strategy, Analysis, and Data Optimization** * **KPI Ownership:** Be ultimately accountable for the performance of LTV, Customer Retention Rate, and E-commerce Churn Rate. * **Advanced Segmentation:** Create and maintain the **RFM Matrix (Recency, Frequency, Monetary Value)** to dynamically and precisely segment the e-commerce customer base. * **Increasing Average Order Value:** Develop cross-sell, up-sell, and personalized product recommendation strategies within post-purchase communications. * **Performance Analysis:** Monitor and regularly report on CRM KPIs, translating data insights into concrete actions to optimize campaigns and workflows. * **Data Management:** Ensure the quality and integration of first-party data (e-commerce platform, CRM, email marketing) to achieve a unified customer view. **Campaign Operations and Automation** * **Post-Purchase Journeys:** Lead the design, configuration, and management of critical marketing automation workflows (email, SMS, push notifications) for retention, including: * + Welcome and Onboarding series. + Abandoned Cart and Browse Abandonment flows. + Post-Purchase communications (order confirmations, satisfaction surveys, re-purchase prompts). + Loyalty and VIP programs. + **Re-engagement and Churn Prevention campaigns**. * **Segmented Campaigns:** Plan and execute promotional and new product launch campaigns, leveraging the RFM Matrix to ensure offer relevance and personalization. * **Testing and Optimization:** Conduct continuous A/B/c tests on subject lines, templates, send times, and offers to maximize engagement and conversion metrics. **Collaboration and Tools** * **System Integration:** Serve as the technical focal point for integrating the CRM platform with the e-commerce platform, ensuring seamless data flow. * **Collaboration with Marketing and Content Teams:** Coordinate with the Content team to develop relevant and persuasive materials for automations and campaigns. * **Communication:** Present performance reports and strategic recommendations to leadership. **Requirements and Qualifications** Minimum of 3 years of experience in CRM with a focus on Retention and LTV, preferably in B2C e-commerce. Proven experience managing the RFM Matrix. Technical Knowledge Proficiency in Marketing Automation platforms (e.g., Klaviyo, Salesforce Marketing Cloud, RD Station, HubSpot) and experience in data integration. Data Analysis Proficiency in Excel/Google Sheets and data visualization tools (e.g., Looker Studio, Tableau) for LTV and Churn analysis. Essential Skills Strong analytical ability, project management and operational prioritization skills, and excellent interpersonal communication. Education Bachelor’s degree in Marketing, Business Administration, Engineering, or related fields.