CRM Marketing Manager

• Define reporting needs, collaborate with BI to enhance dashboards, and use insights to inform campaign planning and prioritization.

• Timely and high-quality execution of all seasonals, recurring, and ad-hoc CRM campaigns across channels.
• Strong alignment between CRM execution, lifecycle priorities, and the Content Calendar.
• Clear and consistent generation of data-driven insights on donor

behavior, including engagement patterns, churn points, retention drivers, and lifecycle opportunities.
• CRM learnings and performance insights are documented, synthesized, and proactively shared with cross-functional teams (Content, Marketing, Product, BI) to inform broader strategy and decision-making.
• Quarterly experimentation roadmap delivered with structured hypotheses, measurable outcomes, and documented learnings applied to future campaigns and journeys.
• Improved understanding across teams of donor retention habits and lifecycle dynamics, enabling more effective planning and

personalization.
• Well-coordinated and scalable localized campaigns delivered across priority markets.
• Strong collaboration and knowledge exchange across Lifecycle, BI, Content, Product, and Marketing teams.
• Continuous improvement of donor engagement, retention, and incremental revenue driven through CRM initiatives.

QUALIFICATIONS & EXPERIENCE REQUIRED:
Education: Master'sDegree or equivalent in International Development, Political Science, International Relations and/or other relevant

experience.
Experience: 5 years' experience managing retention, lifecycle or CRM marketing campaigns.
Experience in managing user journeys and monitoring performance through data.

Hard Skills:
• Strong hands-on experience with Braze (or similar CRM platform), including advanced segmentation, journey orchestration, automation setup, and campaign optimization.
• Proven experience managing multi-channel CRM communications (email, push, in-app) in a mobile-first or app-led environment.
• Deep understanding of CRM performance metrics, experimentation frameworks, and incrementality, with the ability to translate insights into measurable business impact.
• Demonstrated experience analyzing existing customer behavior and lifecycle performance, identifying opportunities to improve activation, engagement, retention, and customer lifetime value.
• Ability to develop data-informed segmentation and personalization strategies, using behavioral and lifecycle signals to drive more relevant customer experiences.
• Experience partnering with Analytics/BI teams to define reporting needs, interpret performance trends, and prioritize optimization

opportunities.
• Strong stakeholder management skills, with experience collaborating cross-functionally across Marketing, Product, Content, and Data teams. Experience contributing to CRM planning and lifecycle roadmaps, balancing business priorities with customer experience considerations.
• Familiarity with localization and translation workflows across multi-market environments.

• Strong attention to detail, QA discipline, and ability to manage multiple priorities while maintaining high execution standards.

Soft skills
• Strong analytical abilities, both quantitative and qualitative.
• Ability to make technical decisions that balance platform-specific needs with cross-platform
• Efficiency.
• Excellent problem-solving skills
• Ability to interact with managers and stakeholders with maturity and tact.
• Mature judgment with strong interpersonal skills.
• Collaborative spirit is able to work effectively across diverse teams and cultures.
Self-motivated and able to work with a high degree of autonomy.
• Excellent Communication Skills – Able to clearly convey insights, recommendations, and complex data to both technical and non-technical stakeholders.

Cross-Functional Collaboration – Works effectively across Content, Product, Marketing, and BI teams to align strategies, plan campaigns, and execute initiatives.
• Attention to Detail & Quality Orientation – Ensures accuracy in campaign setup, segmentation, QA, and reporting, minimizing errors and maintaining high standards.
• Adaptability & Prioritization – Comfortable managing multiple projects, deadlines, and changing priorities in a fast-paced, dynamic environment.
• Adaptability to rapidly evolving mobile technology landscape.
• Fully committed and motivated to achieve the aims of the World Food Programme.

Languages: Excellent oral communication skills. Full proficiency in English, knowledge and other UN language is an asset. Strong writing skills are required.