PANGAIA

Customer Success Manager

• Lead the successful evolution of our Klaviyo platform across email, SMS and Whatsapp.
• Define and optimise customer segmentation, tagging, and personalisation logic.
• Ensure seamless integrations with e-commerce platforms, CDPs, and data sources.
• Develop and implement strategies to generate leads and grow our first-party database.
• Partner with IT, retail and E-Commerce teams to ensure successful implementation of lead generation strategies.
• Design and execute customer lifecycle journeys (welcome, nurture, retention, win-back, post-purchase, etc.).
• Develop content calendars and automation logic tailored to key customer segments.
• Collaborate with Creative and Brand teams to ensure campaign assets are brand-aligned and performance-driven.
• Track campaign performance (CTR, open rates, conversions, revenue attribution).
• Continuously optimise subject lines, send times, cadence, and creative based on A/B testing and data insights.
• Build reporting dashboards to share performance with leadership regularly.
• Build a strong partnership with Brand Marketing, UX and graphic design teams to develop best quality visual and copy content.
• Develop scalable CRM processes, playbooks, and SOPs for future team members.
• Establish targets, manage, mentor and develop future team members.

CRM Manager