Project/Customer Experience Manager

About the role

Extra360, a technology company delivering loyalty, digital wallet and payments solutions, is looking for a Project/Customer Experience Manager. The role covers end-to-end CRM campaigns, customer segmentation and communication channels, with a focus on customer acquisition, retention and loyalty.

Key responsibilities

• Plan, execute and manage end-to-end CRM campaigns and operational processes
• Analyze customer data to find opportunities for acquisition, retention, loyalty, purchase frequency, basket size and revenue growth, and make actionable recommendations
• Build target audiences using RFM and similar segmentation models, and design personalized customer journeys and loyalty campaigns
• Plan, create and launch communications via SMS, email, push notifications, web push and mobile app channels
• Monitor campaign performance through KPIs and ROI, prepare regular reports and suggest improvements
• Contribute to improving the customer experience across CRM platforms, apps and web channels
• Support better CRM data quality, marketing automation and data management
• Coordinate CRM projects with cross-functional teams, manage plans, timelines and deliverables, and track progress and risks
• Collaborate with Marketing, Product, Technology and Data teams to improve CRM strategies

Required profile

• Bachelor's degree in Business Administration, Industrial Engineering, Statistics, Mathematics, Marketing or a related field
• Minimum 5 years of experience in CRM, Customer Experience, Loyalty or Digital Marketing
• Hands-on experience in CRM campaign management, customer segmentation and personalized engagement
• Experience with RFM or similar segmentation methods and with CRM communication channels (SMS, email, push)
• Project management experience: planning, timelines, stakeholder coordination and delivery tracking
• Good command of written and spoken English

Required skills

• Strong analytical and problem-solving skills
• Excellent communication and collaboration abilities
• Planning and organizational skills
• Customer-focused, results-oriented mindset

What we offer

• Salary matching skills and experience
• Hybrid working, from home or the office
• Training with subject matter experts
• Healthcare coverage and daily meals
• Social events and career growth opportunities