Overview
We are seeking an experienced Customer Relationship Management (CRM) Administrator to manage client relationships for eCommerce brands using platforms like Klaviyo, Braze, and Customer.io. The successful candidate will act as the primary point of contact for clients, overseeing account management and delivering strategic recommendations to enhance client engagement and foster business growth. This is a client-facing role that focuses on understanding business challenges and advising on CRM initiatives, rather than hands-on execution.
Responsibilities
- Act as the primary point of contact for a portfolio of eCommerce clients.
- Build and maintain strong client relationships, ensuring a high level of service and engagement.
- Manage client expectations and provide strategic CRM recommendations.
- Handle day-to-day and ad hoc client requests.
- Work with internal delivery teams to ensure client requirements are actioned effectively.
- Support business development activities, including client meetings and pitching.
- Advise clients on CRM and retention strategies to drive revenue growth.
- Interpret business challenges and recommend CRM initiatives accordingly.
Requirements
- Previous experience working in a CRM-focused agency environment.
- Strong account management, client services, or customer success experience.
- Exposure to CRM and retention marketing platforms such as Klaviyo, Braze, and Customer.io.
- Understanding of eCommerce lifecycle marketing and retention strategies.
- Ability to confidently manage client conversations and provide strategic recommendations.
- Commercial awareness, with an understanding that CRM activity directly impacts revenue performance.