About the role
We are looking for a Product and Systems Manager - CRM and Automation to own the design, implementation, integration, and continuous optimization of a unified customer and operations engine.
Responsibilities:
- CRM and Client Intelligence: Manage CRM, 360 client profiles, lifecycle stages, lead-to-member conversion, and data quality.
- Communication and Automation: Build automated workflows for lead nurturing, follow-ups, retention, win-back, and personalized communication using Intercom and other channels.
- Feedback and Helpdesk: Manage NPS, client feedback, ticketing, SLA tracking, escalations, and service improvement.
- Momence Integration: Own API integration and real-time synchronization of bookings, attendance, purchases, and client data; automate event-based workflows.
- Analytics and Reporting: Build dashboards and automated reports covering retention, churn, revenue, attribution, and sales performance.
- AI and Personalization: Implement AI-driven recommendations, churn prediction, segmentation, dynamic pricing, and personalized engagement.
- Cross-Functional Collaboration: Work with Sales, Operations, Client Servicing, Marketing, and Technology teams to improve systems, processes, SOPs, and adoption.
Requirements:
- Mandatory Skills: Python, SQL, CRM, n8n, Zapier, Make.
- 1-3 years of experience in product, CRM, growth, business systems, automation, or operations technology.
- Strong knowledge of CRM, automation, customer lifecycle, and system integrations.
- Hands-on experience with APIs, integrations, and no-code/low-code platforms.
- Strong analytical, problem-solving, and data-driven skills.
- Experience with Intercom, HubSpot, Zapier, Make, or similar tools is preferred.
- Understanding of customer acquisition, conversion, engagement, retention, and churn.
- Strong ownership, execution, attention to detail, and communication skills.
- Ability to manage multiple systems and workflows independently.