CRM & Customer Intelligence Lead at ESOSA Food System

Summary of Job Duties:

• Owns the entire CRM engine and customer data ecosystem across e-Bakery and the Parent Bakery's retail, wholesale, and digital channels. Responsible for platform configuration, data governance, segmentation, lifecycle automation, performance analysis, cross-functional alignment, and strategic digitization of all customer touchpoints—consumer, retail, distributor, and institutional. The role is the strategic owner of customer data and retention

Experience Requirements

Must Have

• Designing and executing segmented campaigns
• Building multi-step automated journeys (welcome → nurture → reorder → win-back)
• Managing customer data quality, deduplication, and ID structures
• Running A/B tests and optimizing funnel KPIs
• Linking CRM results to commercial metrics (sales uplift, retention improvements)
• Collaborating with cross-functional teams

Knowledge Must Have

• Deep knowledge of CRM platforms (HubSpot, Salesforce, Zoho, Braze, Klaviyo, etc.)
• Customer data models, ID structures, and segmentation frameworks
• Lifecycle marketing, automation flows, and journey design
• WhatsApp BSP integrations, SMS gateways, email infrastructure
• E-commerce platforms (Shopify, WooCommerce, custom OMS)
• Data governance, NDPR compliance, opt-in/consent management
• Analytics: LTV, retention curves, cohort analysis, churn patterns
• Marketing measurement (A/B tests, attribution, conversion funnel metrics)

Qualification Requirements

• 3–5 years hands-on CRM, lifecycle marketing, or marketing operations
• Experience managing CRM/automation platforms end-to-end
• Proficiency in data analysis tools (Excel/Sheets, Looker Studio, GA4)