CRM Specialist

Responsibilities

• Platform & Infrastructure: Own the selection, implementation, and day-to-day operation of Level’s CRM platform across every channel: in-app messaging, push notifications, email and SMS.
• Data architecture: Define the audience and contact field schema (role, tier, grade, language, geo, consent state) and own the data sync design between the product platform and the CRM tool, in partnership with engineering.
• Deliverability infrastructure: Build and maintain sender domain authentication, IP warm-up and deliverability monitoring ahead of launch.
• Compliance infrastructure: Own the unsubscribe and preference center, suppression lists, and opt-out audit trail required for COPPA, CAN-SPAM and GDPR compliance.
• Lifecycle Programs: Retention and engagement: Build and run weekly parent progress reports, platform newsletters, in-app messaging and activity-based outreach tied to student engagement data.
• Pre-launch acquisition: Own sign-up confirmation and waitlist nurture sequences in partnership with marketing, including the web form-to-platform integration.
• Cohort and invite-code onboarding: Manage the CRM mechanics for gated beta waves and partner referral cohorts, including cohort tagging schema.
• Monetisation: Build free-to-paid conversion, tier upsell, renewal and save programs that communicate real value at the right moment.
• Win-back: Develop lapse detection logic and multi-channel sequences reconnecting lapsed families with the product.

Qualifications

• Experience: 5+ years of CRM experience building multi-channel lifecycle programmes with measurable retention, engagement, and revenue outcomes.
• Platform expertise: Hands-on experience owning a marketing automation and/or engagement communications platform at scale (Braze, Iterable, Customer.io, or equivalent), including implementation and product data integration.
• Segmentation depth: Deep expertise in audience segmentation, delivery logic and lifecycle architecture across B2C audiences.
• Compliance: Solid understanding of COPPA and child-directed communication compliance.
• Data fluency: Comfortable with behavioural data, funnel analytics, A/B testing and performance reporting.
• Collaboration: Strong cross-functional partner: you work daily alongside Marketing, Editorial and Engineering.
• Startup mindset: Comfortable doing the work yourself, in an environment where the platform and processes are still being built.