CRM & Marketing Automation Associate

About the Role

This is an executional role - you'll be the person on the ground making sure retention campaigns actually go live, run correctly, and hit customers across every channel (push, email, SMS, WhatsApp, RCS, and more). We're looking for a fresher who treats AI as a core work tool, not a novelty — someone who already uses Claude daily and can talk about how they prompt, iterate, and get to a polished output faster than the next person. Scope will shift from project to project. You'll work cross-functionally to get things done, not in isolation.

What You'll Actually Do

Retention Campaign Execution (core focus for now)

• Own the end-to-end execution of retention campaigns — win-back, re-engagement, lifecycle nudges — ensuring they go live correctly across all channels (email, SMS, WhatsApp, RCS, push, etc.)
• Coordinate campaign timelines, dependencies, and approvals across teams so nothing slips
• QA campaign setups (segments, triggers, content, links) before and after launch to catch errors early
• Monitor live campaigns and troubleshoot delivery/performance issues in real time
• Report on campaign performance and flag what's working vs. not

Lifecycle & Segmentation

• Support Customer Lifecycle Management (CLM) — mapping journeys, tracking triggers, reporting performance
• Build and refine customer segmentation for targeted campaigns
• Contribute to loyalty program initiatives — design inputs, communication, tracking

Data, Artifacts & Automation

• Build artifacts and live dashboards for tracking campaigns, customer data, and performance metrics
• Support marketing and customer-facing automation/technical workflows across tools and platforms
• Analyse campaign and customer data to identify what's working and what's not

Cross-Functional Collaboration

• Work closely with IT, Retail Operations, Marketing, Legal, and external vendors to execute campaigns — this role does not operate in a silo
• Coordinate with IT/vendors on data, tooling, and technical/platform issues
• Align with Retail Operations on store-level execution and on-ground realities
• Loop in Legal where campaigns, loyalty, or vendor terms need review/sign-off
• Chase dependencies across teams to keep every campaign moving to closure

AI & Systems Thinking

• Use AI tools (Claude, Cowork) daily to draft, analyse, summarise, query, and speed up every piece of the above
• Track new AI tools and tech relevant to the business, and bring them in proactively
• Build templates and repeatable workflows so recurring campaigns execute faster next time

Who We're Looking For

• Uses Claude/ChatGPT daily for real work, and can clearly explain their prompting and iteration process
• Detail-oriented and execution-focused — comfortable being accountable for a campaign actually going out right, on time, across channels
• Comfort with numbers, spreadsheets, and data/logic (queries or code are a plus, not a requirement) — or clear proof of picking things up fast
• Comfortable working with and through multiple stakeholders — IT, Retail Ops, Marketing, Legal or Finance vendors - rather than working solo
• Curious and self-taught with new tools — doesn't wait to be shown
• Proactive, organized, and relentless about chasing things to closure
• Comfortable with ambiguity and shifting priorities — scope will change project to project

Preferred

• Marketing, business, or tech background (BBA/BCOM/BA/MBA/BTech or equivalent) from a recognized institute
• A strong portfolio and sharp thinking can outweigh pedigree — we'd rather see what you've built or figured out on your own than a perfect transcript