instacar

Customer Success Manager

• Design, implement, and optimize automated CRM journeys across the full customer lifecycle—from onboarding to retention—for both leasing and “like new” vehicle customers.
• Monitor and improve the performance of loyalty touchpoints and repeat engagement flows, increasing customer lifetime value and reducing churn.
• Collaborate closely with Performance, BI, and Product teams to transform customer insights into actionable strategies, using segmentation, behavioral triggers, and next-best-action logic.
• Develop and roll out personalized messaging strategies across email, push, SMS, and in-app channels, tailored to user preferences and booking behavior.
• Drive the strategy and operational execution of CRM incentives, ensuring offers are aligned with customer needs and business objectives, while maintaining budget efficiency.
• Contribute to the evolution of the loyalty framework, identifying key drivers of loyalty in a flexible mobility context and suggesting improvements to enrollment, reward structure, and engagement cadence.
• Create clear and insightful reports on campaign impact, incentive ROI, and CRM’s contribution to customer retention and B2C growth.
• Ensure all CRM automations are mobile-first, data-driven, and well integrated into the product ecosystem through close collaboration with tech and data teams.

Marketing CRM Specialist