[Hiring] CRM Program Manager @Cambly

Role Description

We're looking for a CRM Program Manager to lead Cambly's customer relationship management strategy and execution — delivering the right message to the right customer at the right time, via the right channel. This is a global role covering Cambly's markets across Latin America, Europe/Middle East, and Asia.

• Run one CRM strategy with market-specific channel and messaging execution.
• Own CRM across email, in-app, push, and messaging apps, including expansion into local chat platforms such as WhatsApp, WeChat, and KakaoTalk.
• Combine strategic program management, cross-functional leadership, and CRM platform expertise to drive acquisition, engagement, and retention based on deep analysis of user behavior.
• Own the CRM roadmap, platform strategy, audience strategy, deliverability health, major CRM initiatives (including AI integrations), and performance measurement across regions.
• Partner with creative, growth, product, data, engineering, and regional teams, and work closely with operational specialists who execute day-to-day campaign setup.

Qualifications

• 5+ years of experience in CRM, lifecycle, or retention marketing, ideally at a consumer subscription, mobile, or edtech company.
• Hands-on expertise with a modern CRM/ESP platform (e.g., Iterable, Braze, Customer.io), including journey building and segmentation.
• Proven track record owning CRM strategy and roadmap with measurable impact on acquisition, engagement, and retention.
• Strong analytical skills — comfortable with dashboards, experimentation, and SQL or similar tools.
• Working knowledge of email deliverability best practices.
• Experience running multi-market or international CRM programs; familiarity with messaging apps like WhatsApp, WeChat, or KakaoTalk is a plus.
• Excellent cross-functional program management and stakeholder communication skills.
• Strong writing skills and the ability to brief creative teams or draft copy directly.
• Curiosity and hands-on experience using AI and automation to improve marketing workflows.

Requirements

• Own the end-to-end CRM strategy across email, in-app, push, and messaging apps, aligned to acquisition, engagement, and retention KPIs.
• Build and maintain the CRM roadmap, balancing evergreen lifecycle programs, promotional campaigns, and strategic initiatives.
• Own the messaging-app channel strategy by market: WhatsApp (e.g., Brazil, Turkey, Arabic-speaking markets), WeChat (China), KakaoTalk (Korea), and other local platforms as markets warrant.
• Set the global CRM framework and define what can be localized by market (channel mix, timing, offers, tone) and what stays standard.
• Serve as the single point of accountability for CRM outcomes and leadership reporting.
• Evaluate and manage messaging providers and official business account setups per platform (e.g., WhatsApp Business API providers, WeChat Official Accounts, KakaoTalk business channels).
• Own platform relationships (e.g., Iterable), including contracts, roadmap alignment, feature adoption, and renewals.
• Drive strategic CRM innovation projects, such as AI/LLM integrations with the CRM stack, from discovery through rollout and measurement.
• Identify gaps across the CRM stack and champion investments that reduce cost, improve efficiency, or unlock new capabilities.
• Partner with PMs and engineers to co-design lifecycle programs, in-product messaging surfaces, event instrumentation, and journey delivery mechanics.
• Define audience segmentation and lead qualification frameworks — who we reach, via which channel, and at which lifecycle stage.
• Own audiences and lists across markets: segmentation, hygiene, suppression, and ongoing maintenance.
• Develop customer journey and audience insights that improve profitability, delivery, and engagement.
• Design and oversee automated journeys, personalization, and experimentation standards (subject lines, send times, cohorts, journey structures), including promotional updates.
• Own CRM KPIs, dashboards, and reporting across all channels.
• Report CRM performance by market and channel, with cross-market comparisons in the WBR.
• Own email deliverability health (bounces, spam complaints, warming, IP/domain reputation), partnering with engineering and ESPs.
• Design and lead CRM experiments and turn learnings into durable program improvements.
• Tie CRM performance to business outcomes (LTV, retention, activation, payback) with actionable recommendations.
• Lead planning, execution, and retros for major campaigns (promotions, product launches, regional initiatives).
• Partner with product and data teams to make every initiative measurable end-to-end — event tracking, data pipelines, attribution, and metric integrity.
• Coordinate workstreams across marketing, product, engineering, data, and regional stakeholders.
• Document CRM processes, playbooks, and standards so execution is repeatable.
• Secure creative resourcing before committing to timelines; write clear creative briefs, and step in on messaging and copy when needed.
• Automate reporting, monitoring, and manual workflows using AI, scripts, and no-code/low-code tools.
• Use AI to deliver high-quality, culturally accurate localization and scale content without sacrificing brand voice.
• Lead AI adoption within CRM — personalization, copy generation, segmentation, and journey optimization — and share learnings across marketing.

Benefits

• CRM is a clearly defined, strategically led function with a published roadmap and measurable impact.
• Audiences are well segmented and maintained; deliverability is strong and proactively managed.
• CRM is meaningfully expanded onto local chat platforms, driving incremental engagement and revenue.
• Journey and audience insights drive higher-profitability segments and better engagement — not just more sends.
• CRM results are clearly and consistently represented in the Weekly Business Review.
• Product, data, and engineering see CRM as a true technical partner — every initiative is instrumented from day one.
• The CRM stack is used to its full potential, and major initiatives are delivered end-to-end.
• Manual workflows are increasingly automated, and AI powers high-quality localization and content at scale.