CRM Specialist

Mano

Mano is an organization focused on managing lifecycle and retention campaigns across Nigeria and Angola. They specialize in building automated customer journeys to enhance engagement, recover inactive users, and increase repeat purchases.

The company operates within the e-commerce and technology sectors, aiming to maximize customer lifetime value. Mano collaborates closely with Marketing, Growth, Product, and Data teams to achieve its objectives.

Job Description

Mano is seeking a dedicated CRM Specialist to drive customer engagement and retention strategies across Nigeria and Angola.

This role is crucial for developing and executing automated customer journeys, aiming to boost activation, re-engage inactive users, and increase repeat purchases to maximize customer lifetime value.

You will be responsible for segmenting customers based on behavioral and transactional data, conducting A/B tests to optimize campaign performance, and tracking key performance indicators to provide actionable insights.

Required Skills

• CRMLifecycle MarketingRetention MarketingCustomer JourneysMoEngageBrazeMarketing AutomationCustomer SegmentationA/B TestingMarketing MetricsAnalytical SkillsExcelGoogle Sheets

Key Responsibilities

• Build and execute onboarding, activation, retention, reactivation, and win-back campaigns across email, push notifications, and in-app messaging using MoEngage.
• Develop and optimize automated customer journeys and personalized communications.
• Segment customers using behavioural and transactional data.
• Conduct A/B tests to improve engagement and conversions.
• Track campaign KPIs, prepare reports, and provide actionable insights.
• Collaborate with Marketing, Growth, Product, and Data teams on campaigns.

Qualifications

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

• 3–4 years of experience in CRM, lifecycle, or retention marketing, preferably in e-commerce or technology.

• Hands-on experience building customer journeys, segmentation, retention, and reactivation campaigns for an app or online product.

• Experience with MoEngage, Braze, or similar marketing automation platforms.

• Understanding of marketing metrics, including open rates, CTR, conversions, retention, repeat purchase rates, and churn.

• Strong analytical, organizational, and multitasking skills.

• Proficiency in Excel or Google Sheets; Mixpanel experience is an advantage.

• About This Role

• The e-commerce and technology sectors are experiencing significant growth, driving the need for sophisticated customer relationship management strategies. This role is critical for enhancing customer lifecycle engagement and retention. You will leverage your expertise in CRM platforms, customer segmentation, and automated journey building to optimize customer lifetime value. Your impact will be measured by improvements in engagement rates, repeat purchases, and reduced churn, directly contributing to the company's revenue growth and market position. This is an opportunity to shape customer journeys and drive business outcomes in a fast-paced environment.