CRM Manager (Spanish or Portuguese Speaking)

Job Description

On behalf of our client, we are seeking an experienced and data-driven CRM Manager (Spanish or Portuguese Speaking) to oversee customer relationship management strategies, customer lifecycle campaigns, retention initiatives, and database segmentation for a fast-growing international operation based in Santo Domingo, Dominican Republic. Relocation support is offered for international candidates.

The successful candidate will be responsible for improving customer engagement, retention, conversion rates, and customer lifetime value through targeted communication strategies, automation, and data-driven decision-making.

The ideal candidate will have previous experience within fast-paced environments such as forex, iGaming, e-commerce, or high-volume sales operations, combined with strong analytical and campaign management skills.

Key Responsibilities

CRM Strategy & Customer Retention

• Develop and implement CRM strategies focused on customer acquisition, engagement, retention, and reactivation.
• Build, manage, and optimize customer lifecycle journeys and automated campaigns.
• Increase customer lifetime value (LTV) while reducing churn rates.
• Work closely with sales and retention teams to improve conversion rates and client activity.

Campaign Management

• Plan, execute, and monitor multi-channel CRM campaigns including email, SMS, push notifications, and outbound communications.
• Manage promotional campaigns, bonus offers, and retention initiatives.
• Conduct A/B testing and campaign optimization to improve performance metrics and ROI.

Customer Segmentation & Data Analysis

• Analyze customer behavior and segment databases based on activity, value, geography, language, and risk profile.
• Monitor KPIs including open rates, CTR, retention rates, conversion rates, churn, and campaign ROI.
• Generate reports and provide actionable insights to senior management.

CRM Systems & Automation

• Manage CRM platforms, automation tools, and system integrations.
• Ensure customer data accuracy, hygiene, and compliance with internal policies and procedures.
• Collaborate with tech and product teams on CRM enhancements and automation improvements.

Collaboration & Leadership

• Coordinate closely with marketing, sales, compliance, and customer support departments.
• Support VIP, retention, and sales teams with targeted customer campaigns and engagement strategies.
• Train, mentor, and supervise CRM Executives or CRM support staff where applicable.

Requirements

• Minimum 3+ years of CRM experience within forex, iGaming, e-commerce, call center, or related industries.
• Fluent Spanish or Portuguese, both verbal and written. English is considered a strong advantage.
• Strong understanding of customer retention, lifecycle marketing, and customer engagement strategies.
• Experience using CRM platforms such as Microsoft Dynamics or similar systems.
• Strong analytical skills with experience working with customer data and reporting tools.
• Excellent communication and organizational abilities.
• Ability to manage multiple campaigns and priorities simultaneously.
• Proficiency in Excel, reporting tools, and CRM analytics.

Preferred Qualifications

• Experience within sales-heavy or retention-focused environments.
• Additional language skills, including English or Portuguese/Spanish, are considered an advantage.
• Knowledge of customer segmentation and behavioral targeting.
• Familiarity with compliance procedures and data protection standards.
• Bachelor’s degree in Business, Data Analytics, Marketing, or a related field.

KPIs

• Customer retention rate.
• Reactivation rate.
• Customer lifetime value (LTV).
• Campaign ROI.
• Churn reduction.
• Conversion rate improvement.

What We Offer

• Competitive salary and performance-based bonuses.
• Relocation package offered for international candidates.
• Career growth opportunities within an international business.
• Dynamic and fast-paced working environment.
• Opportunity to lead impactful customer engagement and retention strategies