CRM Lead Specialist

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take charge of production oversight for all CRM clients, encompassing migration initiatives and ongoing retainers.

• Supervise the creative and technical execution of CRM.

• Evaluate all Specialist outputs prior to delivery to Strategists and clients.

• Coordinate production workflows and identify potential capacity or timeline challenges.

• Conduct comprehensive quality assurance on builds, segmentation, automation, deployment, copy, and design implementation.

• Establish and uphold execution standards and documentation practices.

• Address complex technical or production challenges as they arise.

• Directly oversee 3–4 CRM Specialists within both Creative and Technical tracks.

• Facilitate one-on-one meetings, offering coaching and feedback, pinpointing skill gaps, and aiding in onboarding processes.

• Manage Specialist billable utilization, aiming for an 80% target.

• Track utilization and control staffing allocations across client accounts.

• Advocate for AI-driven tools and workflows in CRM execution.

• Propel innovation in segmentation, automation, quality assurance, and lifecycle programming.

• Assess and trial new tools and methodologies, formalizing successful practices.

• Train the CRM team on the latest features and updates from Klaviyo.

• Pursue new ESP certifications, beginning with Braze.

• Refine execution playbooks, establish build standards, and enhance QA processes.

• Promote the adoption of best practices across ESP/SMS platforms and automation workflows.

• Document repeatable processes and contribute to the knowledge base.

• Collaborate with Strategists, Team Lead, and Lead Designer regarding feasibility, timelines, resource allocation, handoffs, and quality assurance.

⛳️ Requirements

• Extensive, hands-on experience in Klaviyo-centric CRM execution.

• Proficiency in ESP/SMS platforms and migration methodologies, such as Cordial to Klaviyo and similar.

• Proven success in producing and quality-assuring complex email/SMS builds, segmentation, and automations to a high standard.

• Background in managing or mentoring specialists/producers, ideally across both creative and technical fields.

• Comfort in utilizing AI tools within production workflows.

• Strong organizational capabilities across various client accounts and production streams.

• Excellent and proactive communication skills, with the ability to act as an escalation point and cross-functional liaison.

• Agency experience with DTC/retail clients is preferred.

• Availability to maintain EST working hours.

• Familiarity with Klaviyo product features and releases.

• New ESP certifications, starting with Braze, to broaden platform coverage.

🏝️ Benefits

• Competitive healthcare plan that includes dental and vision coverage.

• Retirement savings plan with employer matching contributions.

• Competitive paid time off policy with additional time off at the end of the year.

• Flexible work schedule.

• Remote-first work culture.

• Home office stipend.

• Provision of Apple gear.

• Opportunities for continued education and personal development.