CRM Program Manager

CRM Program Manager (contract - remote)Team: Consumer MarketingReports to: Head of Consumer MarketingLevel: Manager (program-level ownership)About CamblyCambly is a global language learning platform that connects learners with tutors for real conversation practice, supported by AI-powered learning tools. We help students around the world build confidence and fluency in English.

About the RoleWe're looking for a CRM Program Manager to lead Cambly's customer relationship management strategy and execution — delivering the right message to the right customer at the right time, via the right channel. This is a global role covering Cambly's markets across Latin America, Europe/Middle East, and Asia. You will run one CRM strategy with market-specific channel and messaging execution. You'll own CRM across email, in-app, push, and messaging apps, including expansion into local chat platforms such as WhatsApp, WeChat, and KakaoTalk.

This role combines strategic program management, cross-functional leadership, and CRM platform expertise to drive acquisition, engagement, and retention based on deep analysis of user behavior. You'll own the CRM roadmap, platform strategy, audience strategy, deliverability health, major CRM initiatives (including AI integrations), and performance measurement across regions. You'll partner with creative, growth, product, data, engineering, and regional teams, and work closely with operational specialists who execute day-to-day campaign setup.

What You'll DoCRM Strategy & Program LeadershipOwn the end-to-end CRM strategy across email, in-app, push, and messaging apps, aligned to acquisition, engagement, and retention KPIs.

Build and maintain the CRM roadmap, balancing evergreen lifecycle programs, promotional campaigns, and strategic initiatives.

Own the messaging-app channel strategy by market: WhatsApp (e.g., Brazil, Turkey, Arabic-speaking markets), WeChat (China), KakaoTalk (Korea), and other local platforms as markets warrant. Lead each from evaluation and pilot through rollout.

Set the global CRM framework and define what can be localized by market (channel mix, timing, offers, tone) and what stays standard.

Serve as the single point of accountability for CRM outcomes and leadership reporting. CRM Platform & Vendor ManagementEvaluate and manage messaging providers and official business account setups per platform (e.g., WhatsApp Business API providers, WeChat Official Accounts, KakaoTalk business channels), including template approvals and platform policy compliance.

Own platform relationships (e.g., Iterable), including contracts, roadmap alignment, feature adoption, and renewals.

Drive strategic CRM innovation projects, such as AI/LLM integrations with the CRM stack, from discovery through rollout and measurement.

Identify gaps across the CRM stack and champion investments that reduce cost, improve efficiency, or unlock new capabilities.

Audiences & Lifecycle JourneysPartner with PMs and engineers to co-design lifecycle programs, in-product messaging surfaces, event instrumentation, and journey delivery mechanics.

Define audience segmentation and lead qualification frameworks — who we reach, via which channel, and at which lifecycle stage.

Own audiences and lists across markets: segmentation, hygiene, suppression, and ongoing maintenance.

Develop customer journey and audience insights that improve profitability, delivery, and engagement.

Design and oversee automated journeys, personalization, and experimentation standards (subject lines, send times, cohorts, journey structures), including promotional updates.

Analytics, Measurement & OptimizationOwn CRM KPIs, dashboards, and reporting across all channels.

Report CRM performance by market and channel, with cross-market comparisons in the WBR.Own email deliverability health (bounces, spam complaints, warming, IP/domain reputation), partnering with engineering and ESPs.

Design and lead CRM experiments and turn learnings into durable program improvements.

Tie CRM performance to business outcomes (LTV, retention, activation, payback) with actionable recommendations.

Cross-Functional Program ManagementLead planning, execution, and retros for major campaigns (promotions, product launches, regional initiatives).Partner with product and data teams to make every initiative measurable end-to-end — event tracking, data pipelines, attribution, and metric integrity.

Coordinate workstreams across marketing, product, engineering, data, and regional stakeholders.

Document CRM processes, playbooks, and standards so execution is repeatable.

Secure creative resourcing before committing to timelines; write clear creative briefs, and step in on messaging and copy when needed. AI, Automation & InnovationAutomate reporting, monitoring, and manual workflows using AI, scripts, and no-code/low-code tools.

Use AI t