Senior CRM & Process Specialist

Your key responsibilities will be:

- Design and optimize end-to-end customer journeys and automated CRM processes across the customer lifecycle.

- Define journey logic, triggers, decision rules, personalization, segmentation, targeting and eligibility criteria.

- Develop dynamic, event-based and real-time communication scenarios across email, push, in-app and mobile channels.

- Automate and scale CRM campaigns by leveraging customer data, behavioural insights and personalization frameworks.

- Configure and manage customer journeys within Marketing Automation platforms (e.g. Synerise).

- Ensure seamless integration of customer data, content, segmentation and campaign execution across systems and channels.

- Identify and translate business, data and system requirements into scalable CRM and personalization solutions.

- Monitor, analyze and continuously optimize journey performance, engagement, conversion and customer experience.

- Design and coordinate A/B testing, validation and continuous improvement initiatives.

- Create documentation, establish best practices and ensure consistency and scalability across markets.

- Partner closely with CRM, Loyalty, Content, Commercial, Data, E-commerce and IT teams to deliver effective customer engagement strategies.

Skills and experience we are looking for:

- 5+ years of experience in CRM, Marketing Automation, Customer Journey Management or Lifecycle Marketing.

- Proven experience in designing and implementing automated customer journeys, CRM processes and multi-channel communications.

- Hands-on experience with Marketing Automation/CDP platforms such as Synerise, Salesforce Marketing Cloud, Braze, Adobe Campaign or similar.

- Strong knowledge of customer journey orchestration, personalization, dynamic content, segmentation, targeting and lifecycle management.

- Ability to design data-driven CRM solutions and translate business requirements into automation workflows and process improvements.

- Good understanding of customer data ecosystems, including CRM/CDP, mobile apps, e-commerce platforms and Data Lakes.

- Experience in A/B testing, Test & Learn methodologies and performance optimization.

- Strong analytical, process-design and problem-solving skills with excellent attention to detail and customer-centric thinking.

- Ability to work effectively with cross-functional teams, including CRM, Content, E-commerce, Data/Analytics and IT.

- Very good English, communication, stakeholder management and collaboration skills.

- Bachelor’s or Master’s degree, preferably in Marketing, Business Administration, a technical field or a related discipline.

- Experience in retail, e-commerce or loyalty programs will be considered a strong advantage.

You are bound to like your job at Pepco because we guarantee:

- Work in an international company featured on the Forbes list of the best employers in Poland and beloved by millions of consumers in Poland and Europe.

- A competitive salary and real opportunities for promotion - the development of our employees is the cornerstone of our strategy!

- Life insurance on preferential terms, to feel secure.

- An extensive benefits platform offering a wide range of options - including medical care, sports cards, events, trips, shopping vouchers, and more.

- Discounts on purchases at Pepco stores - get your favorite products at even better prices!

- Unlimited access to LinkedIn Learning (for IT - Udemy Business), giving you thousands of expert-led courses to support your professional development, build new skills, and learn at your own pace.

- The opportunity to improve language skills by working in an international environment.

- Free psychological, legal, and financial consultations as part of our employee support program -our employees' well-being is our top priority!

- Smart Lunch - meal subsidies for the company canteen, giving access to daily on-site dishes at discounted prices.

- Financial recognition in the form of jubilee awards, additional days off, and loyalty-based discounts for employees celebrating their work anniversaries.

- A social fund providing additional financial support to ensure security and assistance in various life situations.

- A friendly atmosphere and support from colleagues who are eager to share their expert knowledge - despite being a large organization, we’ve maintained a warm, informal atmosphere.

- A role within a unique organizational culture - Pepcoolture - where our mission, vision, and values are the foundation of our everyday work.