Customer Lifecycle Management Senior Analyst

Who WE are?

KAVAK is the number one e-commerce in the purchase and sale of pre-owned vehicles with the fastest growth in Latin America. We work smart and make things happen, offering the easiest, safest and most transparent experience to buy or sell a car.

But our journey doesnt stop there: at KAVAK our goal is global! Now our footprint extends to the vibrant GCC region as part of our expansion into the Middle East, in the pursuit of our one and only goal: to transform the automotive market around the world.

Today we have more than 180 Kavakees on the GCC team and growing, surrounding ourselves with the best talent to continue building the technology, processes, and products that make us the number one player in the pre-owned car market.

Wanna join us on this exciting ride?

Job Description

As a Customer Lifecycle Management (CLM) Sr. Analyst, your mission is to optimize customer interactions and enhance their journey across our platforms. You will own the CLM domain end-to-end — both execution and strategic outlook. Shift the focus from manual campaigns to automation. Your primary objective will be to maximize CLM contribution for our verticals, drive subscriber growth, minimize churn, and implement targeted campaigns to boost engagement and revenue.

Key Responsibilities:

1. Ad Hoc Campaign Executions: Plan and execute ad hoc campaigns across WhatsApp/SMS, email, and push notifications, monitoring performance and optimizing results for different verticals.
2. Customer Database Management & Segmentation: Ensure the accuracy of our database and segment the customer base according to demographics, behavior, category, and preferences to enable targeted marketing initiatives.
3. Insider Website & CRM Automated Journeys: Collaborate with global teams to develop and execute automated journeys within CRM systems to enhance customer experience, including activation, reactivation, retention, and win-back journeys.
4. Tool Management & CRO (On-site Experiments): Manage tool costs, contracts, and utilization of monthly/yearly limits. Conduct on-site experiments to optimize conversion rates and user experience, analyzing data to identify areas for improvement and implementing strategies accordingly.
5. WhatsApp Business Initiatives: Implement WhatsApp Business initiatives to enhance customer communication and support, configuring WhatsApp bots for automated responses and assistance.
6. Subscriber Growth & Churn Management: Strategize and execute plans to grow opt-in customer lists across email, WhatsApp/SMS, and push notifications, while monitoring churn rates and improving customer retention.
7. Cross-Selling/Upselling Aftercare Products: Identify opportunities for cross-selling and upselling aftercare products to existing customers, maximizing revenue from the current customer base.

Requirements

Skills and Qualifications:

• Bachelor’s degree in Marketing, Business Administration, or a related field.
• Proven experience in customer lifecycle management, CRM systems, and database management.
• Proficiency in using WhatsApp Business, CRM automation tools, and analytics platforms.
• Strong analytical skills with the ability to interpret data and make actionable recommendations.
• Excellent communication and collaboration skills to work effectively with cross-functional teams.
• Prior experience in e-commerce or digital marketing is a plus.

Do you want to be part of this story? Apply now!