CRM Program Manager – Brazil

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Take ownership of the comprehensive CRM strategy encompassing email, in-app messaging, push notifications, and messaging applications.

• Develop and sustain the CRM roadmap focusing on lifecycle programs, promotional initiatives, and strategic projects.

• Manage the messaging-app channel strategy by region, including platforms such as WhatsApp, WeChat, KakaoTalk, and other local options.

• Establish the global CRM framework and set standards for market localization.

• Act as the primary point of accountability for CRM results and leadership reporting.

• Assess and oversee messaging providers, official business accounts, template approvals, and adherence to platform policies.

• Maintain relationships with CRM platform vendors, manage contracts, ensure roadmap alignment, and oversee feature adoption and renewals.

• Lead CRM innovation initiatives, including AI/LLM integrations from the discovery phase through to implementation and evaluation.

• Collaborate with product managers and engineers on lifecycle programs, in-product messaging, event tracking, and journey execution.

• Define frameworks for audience segmentation and lead qualification.

• Manage audience and list segmentation, hygiene, suppression, and maintenance across different markets.

• Generate customer journey and audience insights to enhance profitability, delivery, and engagement.

• Design and supervise automated journeys, personalization efforts, and experimentation standards.

• Take responsibility for CRM KPIs, dashboards, reporting, and performance comparisons across markets.

• Oversee email deliverability health, including managing bounces, spam complaints, warming processes, and IP/domain reputation.

• Design and implement CRM experiments and apply findings to enhance programs.

• Connect CRM performance with LTV, retention, activation, and payback metrics.

• Lead the planning, execution, and retrospective analysis for major campaigns.

• Coordinate workstreams across marketing, product, engineering, data, and regional stakeholders.

• Document CRM processes, playbooks, and best practices.

• Secure creative resources, draft creative briefs, and assist with messaging and copywriting as necessary.

• Automate reporting, monitoring, and manual workflows using AI, scripts, and no-code/low-code solutions.

• Employ AI for culturally relevant localization and scalable content generation.

• Drive AI integration within CRM for enhanced personalization, copy creation, segmentation, and journey optimization.

⛳️ Requirements

• 5+ years of experience in CRM, lifecycle, or retention marketing, preferably in a consumer subscription, mobile, or edtech environment.

• Practical expertise with a contemporary CRM/ESP platform such as Iterable, Braze, or Customer.io, including journey creation and segmentation.

• Demonstrated success in owning CRM strategy and roadmap with measurable effects on acquisition, engagement, and retention.

• Strong analytical capabilities; proficient with dashboards, experimentation, and SQL or equivalent tools.

• Knowledge of best practices in email deliverability.

• Experience managing multi-market or international CRM initiatives.

• Familiarity with messaging platforms like WhatsApp, WeChat, or KakaoTalk is an advantage.

• Exceptional cross-functional program management and stakeholder communication abilities.

• Strong writing skills with the capacity to brief creative teams or compose copy directly.

• Curiosity and practical experience in leveraging AI and automation to enhance marketing workflows.

🏝️ Benefits

• Contract position.

• Flexible remote work arrangement.

• Opportunity to work with Cambly, a global language learning platform.

• Global scope across Latin America, Europe/Middle East, and Asia.

• Exposure to AI/LLM integrations, automation, personalization, and journey optimization.

• Cross-functional collaboration with marketing, product, engineering, data, creative, and regional teams.