Customer Success Manager

• Plan, create, approve, and send multi-channel CRM campaigns, including App Push notifications, email, and social pushes, ensuring content aligns with brand guidelines and user preferences.
• Monitor and streamline campaign workflows to reduce creation time, approval time, and send time, improving overall CRM efficiency.
• Track and analyze deliverability rates across all channels, identify bottlenecks (e.g., platform restrictions or user permission issues), and propose solutions, such as optimizing push timing and copy via A/B testing.
• Monitor open rates, leveraging user behavior data (e.g., activity, preference tags) for personalized segmented pushes to enhance engagement and conversion.
• Maintain customer data in CRM systems, ensuring data accuracy, segmentation, tagging, and deduplication.
• Collaborate with cross-functional teams (e.g., Product, Marketing, Development) to gather requirements, and process solutions for issues.
• Utilize analytics tools for data mining to identify inefficiencies (e.g., lower Android deliverability vs. iOS) and implement automated workflows to reduce manual intervention.
• Conduct A/B testing and experiments to optimize channel combinations (e.g., Push + SMS), aiming to improve CRM efficiency by 20% from current benchmarks.
• Focus on new features to improve efficiency
• Exploring new channels/tools for CRM to Improve user loyalty
• Focus on AI tools can give operator different options to reactivate users

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