• Become the go-to point of contact and advisor for your clients. • Advise clients on their people development strategy to meet business objectives • Onboard new customers by facilitating demos and training around the product. • Actively monitor customer engagement. Regularly review data and analysis with clients to identify strategies to optimize engagement and meet their business goals. • Create and lead quarterly and annual business strategy reviews with each client. • Unlock upsell opportunities to optimize impact for the client. • Collaborate and share customer insights cross-functionally with Marketing, Product and Sales to drive growth.

• Lead the strategy and execution of CRM and marketing technology to drive advertiser acquisition, engagement, retention, and revenue growth • Design and scale lifecycle marketing programs that improve through experimentation, automation, and continuous learning • Build and optimize audience segmentation, lead management, and campaign orchestration across channels • Own the CRM and Martech roadmap, ensuring tools and systems are integrated, scalable, and aligned with business goals • Partner with Product, Engineering, Data, and Sales to translate business needs into effective, data-driven marketing solutions • Drive adoption of AI and automation to improve personalization, efficiency, and speed of insight across marketing programs • Oversee measurement frameworks, attribution models, and reporting to enable clear, actionable decision-making • Lead and develop a high-performing team, creating clarity around priorities, ownership, and ways of working

• Manage post-sales activity of large, enterprise customers through strategic and regular touchpoints that require product knowledge, prioritization planning, and project management. • Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives. • Demonstrate high-touch tactics with customers to drive positive outcomes and articulate value realized for their businesses. • Provide comprehensive support and consultations in French to meet regional mandates and ensure high-quality service for Quebec-based clients. • Develop customized engagement strategies for various points of contact. • Analyze customer data to build and execute engagement strategies within your customer portfolio. • Proactively identify and flag churn risk and work actively with a broader account team to mitigate. • Partner with Marketing, Sales, and Support to provide effective customer engagements. • Function as the voice of the customer, identifying customer trends and providing internal feedback on how we can better serve our customers.

• You take significant co-ownership of revenue, performance, and the ongoing development of our international CRM channel across • You develop and steer our CRM and lifecycle strategy using Klaviyo within a Shopify environment • You work in close sparring with the existing CRM Manager, supporting prioritization, execution, and continuous optimization • You conceptualize, prioritize, and execute newsletter campaigns as well as automated lifecycle flows (e.g. welcome, post-purchase, replenishment, win-back) • You think CRM holistically across the entire customer lifecycle, driving initiatives around personalization and segmentation • You continuously identify optimization opportunities, run A/B tests, and derive actionable insights • You analyze, monitor, and report on key CRM KPIs (including revenue, retention, CLV, open rate, CTR) • You collaborate closely with adjacent teams such as Webshop, Performance Marketing, and Influencer Marketing • You are fluent in French and Dutch