CRM Program Manager (contract - remote)

Cambly is a global language learning platform connecting learners with tutors for real conversation practice, supported by AI-powered learning tools. We help students worldwide build confidence and fluency in English.

About the Role

We are seeking a CRM Program Manager to lead Cambly’s customer relationship management strategy and execution, delivering targeted messaging across email, in-app, push notifications, and messaging apps (including WhatsApp, WeChat, KakaoTalk). This global role covers markets in Latin America, Europe/Middle East, and Asia.

The role combines strategic program management, cross-functional leadership, and CRM platform expertise to drive acquisition, engagement, and retention through deep analysis of user behavior. Key responsibilities include:

• Owning the end-to-end CRM strategy across 5+ channels, aligned with KPIs for acquisition, engagement, and retention.
• Building and maintaining the CRM roadmap, balancing evergreen lifecycle programs, promotional campaigns, and strategic initiatives.
• Leading messaging-app channel strategy by market, including WhatsApp (Brazil, Turkey, Arabic-speaking markets), WeChat (China), and KakaoTalk (Korea), from evaluation to rollout.
• Setting the global CRM framework and defining localization standards for channel mix, timing, offers, and tone.
• Serving as the single point of accountability for CRM outcomes and leadership reporting.

CRM Platform & Vendor Management

• Evaluating and managing messaging providers and official business account setups per platform, including template approvals and compliance with platform policies.
• Owning platform relationships (e.g., Iterable), including contracts, roadmap alignment, feature adoption, and renewals.
• Driving strategic CRM innovation projects, such as AI/LLM integrations with the CRM stack, from discovery through rollout and measurement.
• Identifying gaps across the CRM stack and championing investments that reduce cost, improve efficiency, or unlock new capabilities.

Audiences & Lifecycle Journeys

• Partnering with PMs and engineers to co-design lifecycle programs, in-product messaging surfaces, event instrumentation, and journey delivery mechanics.
• Defining audience segmentation and lead qualification frameworks, including who to reach, via which channel, and at which lifecycle stage.
• Owning audiences and lists across markets: segmentation, hygiene, suppression, and ongoing maintenance.
• Developing customer journey and audience insights to improve profitability, delivery, and engagement.
• Designing and overseeing automated journeys, personalization, and experimentation standards (subject lines, send times, cohorts, journey structures), including promotional updates.

Analytics, Measurement & Optimization

• Owning CRM KPIs, dashboards, and reporting across all channels.
• Reporting CRM performance by market and channel, with cross-market comparisons in the Weekly Business Review (WBR).
• Managing email deliverability health (bounces, spam complaints, warming, IP/domain reputation), partnering with engineering and ESPs.
• Designing and leading CRM experiments and turning learnings into durable program improvements.
• Tying CRM performance to business outcomes (LTV, retention, activation, payback) with actionable recommendations.

Cross-Functional Program Management

• Leading planning, execution, and retrospectives for major campaigns (promotions, product launches, regional initiatives).
• Partnering with product and data teams to ensure every initiative is measurable end-to-end (event tracking, data pipelines, attribution, metric integrity).
• Coordinating workstreams across marketing, product, engineering, data, and regional stakeholders.
• Documenting CRM processes, playbooks, and standards for repeatable execution.
• Securing creative resources before committing to timelines, writing clear creative briefs, and stepping in on messaging and copy when needed.

AI, Automation & Innovation

• Automating reporting, monitoring, and manual workflows using AI, scripts, and no-code/low-code tools.
• Using AI to deliver high-quality, culturally accurate localization and scaling content without sacrificing brand voice.
• Leading AI adoption within CRM, including personalization, copy generation, segmentation, and journey optimization, and sharing learnings across marketing.