CRM and Messaging Specialist

The CRM and Messaging Specialist is responsible for planning, executing, and optimizing CRM push notification and bulk SMS campaigns to drive customer engagement, retention, and revenue growth. This role requires a blend of marketing strategy and technical expertise to ensure that messaging campaigns are effective, personalized, and aligned with business objectives. Key Duties and Responsibilities: Campaign Strategy and Execution: · Develop and execute SMS and push notification campaigns to drive customer engagement, retention, and conversion. · Plan and segment customer messaging based on behavior, preferences, and lifecycle stages. · Ensure all messaging aligns with brand tone, compliance requirements, and business goals. Platform and Data Management: · Manage the CRM, push notification, and SMS platforms, ensuring smooth execution and tracking of campaigns. · Work with internal teams to improve data collection, audience segmentation, and personalization. · Troubleshoot and resolve technical issues related to messaging platforms. Performance Analysis and Optimization: · Monitor campaign performance using analytics tools and adjust strategies for maximum effectiveness. · A/B test different messaging approaches, timing, and segmentation to improve engagement rates. · Generate regular reports on key metrics (open rates, CTR, conversion rates, opt-out rates) and provide insights for improvement. Cross-Functional Collaboration: · Work closely with digital, product, and customer support teams to align messaging strategies with broader marketing and business goals. · Collaborate with developers and IT teams to integrate and optimize messaging platforms. · Support promotional campaigns, product launches, and seasonal marketing initiatives through targeted messaging. Requirements Knowledge and Experience · Bachelor’s degree in Marketing, Communications, Business, or a related field. · 3+ years of experience in CRM, direct marketing, or digital marketing, with a focus on SMS and push notifications. · Proficiency in CRM tools, SMS gateways, and push notification platforms such as Xtremepush, Insider, MoeEngage, and WebEngage. · Strong analytical skills with experience in campaign performance tracking and optimization. · Understanding of customer segmentation, automation, and A/B testing. · Basic knowledge of APIs, HTML, or integrations is a plus. · Excellent communication skills and attention to detail · Language proficiency - English & Kiswahili (written & spoken) · Experience in the Betting, fintech, or e-commerce industries. · Knowledge of Gaming Board, TCRA, or other messaging compliance regulations. · Familiarity with AI-driven personalization tools for customer engagement.