ExpressVPN - CRM Marketing Associate - Winback & Re-engagement
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Requirements
• 1-3 years in CRM, lifecycle, growth marketing, or a related digital marketing role — hands-on execution is essential. • Exposure to a marketing automation or engagement platform at any level (Braze preferred; Salesforce Marketing Cloud, Oracle Marketing Cloud, Iterable, or similar considered). • Some experience working on commercially-oriented campaigns — conversion, retention, upsell, or promotional — is a meaningful advantage. • Experience interpreting campaign performance data and drawing conclusions from it, even informally. • Analytically curious: you read performance data with genuine interest and want to understand what is behind the numbers. • Detail-oriented: you QA your own work carefully and take pride in execution quality. • Clear communicator: you brief creative teams well, update the lead proactively, and surface blockers early. • Comfortable with ambiguity: you can make sensible judgements with imperfect information and know when to ask for direction. • HTML/CSS and SQL are nice to have but not required. • Mindset • Mindset • Curious and open-minded: you want to understand the why behind every campaign decision, not just the how. • Proactive: you bring things to the table rather than waiting to be asked — ideas, observations, questions. • Team player: you understand your role sits within a workstream that has a lead for a reason, and you amplify their work rather than cutting across it. • Growth-oriented: you are at an early stage of your CRM career and you are actively building toward more. • #LI-NL1 • At the moment, we do not sponsor visas in the EU. For Hong Kong, we require at least two years of working experience and a university degree in a related field. For Singapore and the UK, we can only sponsor visas for mid-career or above. • Hong Kong • Singapore and the UK • Please upload your resume as a PDF and do not include any salary or compensation information in it. • ExpressVPN is one of the world’s leading providers of online privacy and security services for consumers. Started in 2009, we’ve grown to have millions of active paying customers, a team of more than 700 people worldwide, and a brand recognized by hundreds of millions of people in 18 languages and more than a hundred countries. We see huge growth in our industry, and are gaining market share through strong execution.
Responsibilities
• Campaign Execution & Scheduling • Build and manage winback campaign canvases in Braze end-to-end — audience logic, triggers, message variants, timing, and channel routing — working within frameworks set by the workstream lead. • Own the production process for scheduled sends: audience setup, content population, QA, and launch, in line with the campaign calendar. • Maintain the winback calendar and flag scheduling conflicts or coverage gaps to the lead proactively. • Performance Analysis & Ideas • Go beyond the numbers: surface observations and hypotheses about what is and is not working, and bring them as input to experiment planning conversations. • Support the design and execution of A/B tests — working with the lead to define the hypothesis, build the variants, and document the results. • Over time, develop and pitch your own ideas for improving the programme — audience refinements, new trigger points, offer framings, or messaging angles — grounded in data and customer insight. • Audience & Segment Management • Maintain the accuracy of winback audience segments, keeping suppression logic, reactivation thresholds, and exclusion rules aligned with the lead's current definitions. • Monitor list health indicators — complaint rates, re-engagement rates, invalid addresses — and raise issues before they affect deliverability or programme performance. • Coordinate with CRM Operations for any data or attribute changes needed to support the programme. • Quality & Operational Standards • Run thorough pre-send QA on every campaign: rendering across devices and clients, link checking, audience size validation, and personalisation accuracy. • Maintain the programme's operational documentation — keeping canvas notes, naming conventions, and performance logs current. • Flag anomalies, errors, or unexpected behaviour to the lead before they reach production. • Collaboration & Growth • Work closely with the workstream lead, contributing actively to sprint planning, campaign reviews, and retrospectives — not just as a reporter of results but as a thinking partner. • Brief and collaborate with creative teams (writers, designers) to translate audience insight and campaign objectives into compelling content. • Proactively build your CRM knowledge — ask questions, learn the platform deeply, and develop a point of view on what great lifecycle marketing looks like.
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