Customer Experience & CRM Lead

About the Role:
We are looking for a Customer Experience & CRM Lead to drive customer engagement, segmentation strategies, and CRM optimization within our e-commerce business unit. Reporting directly to the CPO E-commerce, this role is pivotal in shaping how we manage and interact with our customers through data-driven insights and advanced CRM solutions.

Key Responsibilities:

1. CRM Strategy & Customer Experience:
   • Develop and implement a comprehensive CRM strategy to enhance customer engagement and loyalty within the e-commerce ecosystem.
   • Design and optimize customer journeys, leveraging CRM tools to personalize communication and offers.
   • Collaborate with product, marketing, and sales teams to align CRM activities with broader business goals.
2. Data-Driven Insights & Segmentation:
   • Analyze customer data to create actionable segments and target strategies.
   • Generate reports and dashboards to provide visibility into customer behavior, campaign performance, and lifecycle trends.
   • Continuously refine data models to improve forecasting and targeting precision.
3. System Optimization & Collaboration:
   • Partner with technical teams to ensure the CRM system is configured for optimal performance and integration with e-commerce platforms.
   • Oversee the implementation of automated workflows, ensuring they align with business needs.
   • Act as the CRM product owner, prioritizing feature development based on business impact.
4. Leadership & Team Collaboration:
   • Serve as the subject matter expert on CRM within the e-commerce team.
   • Train and support stakeholders in leveraging CRM tools effectively.
   • Advocate for a customer-first mindset across the organization.

Qualifications:

• Bachelor’s degree in Marketing, Business, Data Analytics, or a related field.
• 5+ years of experience in CRM management, with a focus on customer experience and engagement.
• Strong expertise in CRM tools; knowledge of Mindbox and Loymax is a significant advantage.
• Advanced skills in data analysis tools (e.g., Excel, SQL, Tableau).
• Proven experience in designing customer journeys and segmentation strategies.
• Excellent communication and leadership skills to drive cross-functional alignment.

Preferred Skills:

• Familiarity with e-commerce platforms and their integration with CRM systems.
• Experience in managing marketing automation tools and email marketing campaigns.
• A strong understanding of A/B testing and performance optimization.

Why Join Us?

• Lead a high-impact role in a fast-growing e-commerce team.
• Influence key strategic decisions that shape customer engagement.
• Enjoy a collaborative culture with opportunities for career advancement.

If you want to apply for this job you can send your CV to the mentioned email.

Company օverview

Address

1 Hyusisayin Ave,office 18

Number of employees

151-500

Website

http://www.zigzag.am/

Zigzag is an Armenia-based chain of electronics, household, kitchen, mobile, IT/TV appliances, and other household, kitchen accessories stores.

The company cooperates with leading international manufacturers. Zigzag offers its customers only official products.

https://www.facebook.com/ZigzagAM

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