CRM Specialist; Iterable, Knak, or Hightouch

Overview

Hybrid NYC (Downtown)

We are looking for a CRM Specialist to join our international CRM Operations department. In this freelance role, you will help shape and execute multi-channel CRM strategies that drive retention, engagement, and long-term customer value.

• Be part of our international CRM Operations department with teams in Toronto, New York, and Berlin.
• Oversee the creation, management, and optimization of CRM campaigns across various channels, including email, SMS, and app.
• Build and optimize complex, personalized customer journeys within our CRM platforms to drive business impact and retention for prospect, active, and lapsed customers by treating CRM as a core product feature.
• Partner cross-functionally with Audience Managers, Engineers, Product, and Marketing Analytics teams to translate customer insights and business targets into scalable Mar Tech programs and customer opportunities that drive growth.
• Own end-to-end campaign operations — including execution, QA, and monitoring — while providing expert channel guidance to Commercial Strategy teams to ensure high-performing communications that meet our quality standards.
• Understand data and events that trigger our programs, building in checks and automating processes to streamline workflows and improve efficiency.
• Continuously test, iterate, and share results — staying ahead of industry trends through regular experimentation and proactively updating partners on performance.
• Work diligently to improve the customer experience on an ongoing basis, thinking critically about what is right for the customer, developing new projects, and figuring out how to implement them. Speed is important, but quality is paramount.
• Contribute to developing a future-proof CRM setup, including innovations such as AI-driven send decisioning.

• A CRM marketing enthusiast with exceptional project management skills and the ability to stay organized and meet deadlines while juggling multiple priorities.
• Collaborative and comfortable working cross-functionally with both commercial and technical partners, with strong interpersonal skills and the ability to explain complex topics clearly.
• A scrappy team player who is comfortable in a fast-paced, high-growth environment and willing to pitch in wherever needed.
• A logical thinker with a passion for data and an interest in learning technical back-end systems to support campaign development and execution.
• Someone who takes full ownership of their work and is eager to grow with the company.
• Forward-thinking with a passion for leveraging GenAI to elevate marketing in an efficient, automated manner.

• Bachelor’s degree in business, marketing, engineering, data science, or a related field.
• 3+ years of CRM experience, particularly in the execution of CRM campaigns with hands-on experience in at least one CRM platform.
• Experience managing cross-functional projects from initial planning through to successful completion.
• Expertise in managing complex segmentation strategies and multi-channel customer lifecycle programs.
• Data-driven mindset with experience running and analyzing experiments to generate insights that translate into business strategy.
• Experience with platforms such as Iterable, Knak, or Hightouch is a plus (not mandatory).