Senior CRM Analyst

Role Overview

• Customer lifecycle management:
• Acquisition via owned base: Leverage the country’s largest legal audience to build relationships that stimulate PQLs (Product Qualified Leads) and reduce reliance on paid media.
• Re-engagement: Create recovery cadences for users who didn’t complete registration or who have become dormant.
• Top-of-funnel conversion: Operate engagement flows to convert anonymous traffic into an identified, recurring user base.
• Engagement and retention: Design onboarding and product adoption journeys across the portfolio to turn sporadic use into daily habits.
• Revenue expansion: Execute upsell and cross-sell strategies for subscribers to increase LTV.
• Leadership by influence: Act as an internal consultant to other teams (Product, Marketing, Sales), promoting CRM culture across the entire customer journey.
• CRM operations:
• Multichannel orchestration: Design and operationalize complex journeys integrating Email, WhatsApp, SMS and Push, eliminating communication silos and ensuring a single customer view.
• Tool operation: Act as the power user of our CRM platform, ensuring correct setup of complex campaigns and automations.
• Data architecture evolution: Serve as a key contributor to the foundation of our internal CDP, helping consolidate the Golden Record (360° view) of the user.
• Dashboards, analysis and documentation:
• Funnel visibility: Create and maintain dashboards that reflect CRM’s contribution to the pipeline and incremental ARR.
• Technical documentation: Keep the event dictionary, segmentation logic and relationship flows up to date to ensure traceability and scalability.

Requirements

• Solid experience in CRM, preferably in high-growth companies (scale-ups) or subscription products.
• Proficiency with enterprise orchestration tools (e.g., Braze, Insider, Salesforce Marketing Cloud, Customer.io).
• Advanced data analysis skills (Excel/Sheets required; SQL or BI tools like Looker/Tableau are strong differentials).
• Proven experience with retention, reactivation and LTV growth metrics.
• Ability to identify bottlenecks in the customer journey and propose end-to-end solutions with minimal supervision.
• Hands-on attitude: comfortable executing everything from segmentation setup to campaign launches.

Tech Stack

• Cloud
• SQL
• Tableau

Benefits

• Deep expertise is valued
• High density of talent
• Autonomy and purpose
• Opportunity to grow in an innovative environment