CRM Manager

Key Responsibilities:

Subscriber Lifecycle Management

• Design and own the full subscriber lifecycle in terms of CRM campaigns — onboarding, activation, engagement, retention, win-back, and churn prevention.
• Develop differentiated lifecycle strategies for the B2C and D2C subscriber bases, reflecting their different acquisition contexts and behaviours.
• Build and maintain automated lifecycle flows across email, push notification, and in-app channels.
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Content-Driven CRM Campaigns

• Create and execute CRM campaigns tied to new content launches — including push notifications, email sequences, and retention triggers linked to original productions and exclusive premieres.
• Coordinate with the Content Director and Marketing Director on content calendar alignment.
• Segment and personalize communications based on viewing behaviour, subscription type, and engagement level.

Churn Prevention & Retention

• Monitor churn signals and build proactive intervention campaigns to retain at-risk subscribers.
• Design and execute win-back campaigns for lapsed subscribers.
• Analyse retention data and provide recommendations to the Marketing Director.

CRM Infrastructure & Data

• Work with data team (later Data Analyst) to build subscriber segmentation models and campaign targeting frameworks.
• Ensure compliance with data privacy regulations in all CRM activity.

Performance & Reporting

• Define and track CRM KPIs including open rates, conversion rates, churn rate, reactivation rate, and LTV contribution.
• Report regularly to the Marketing Director on lifecycle performance and campaign effectiveness.
• Use data and experimentation to continuously improve campaign quality and automation logic.

Requirements:

• Bachelor’s degree in Marketing, Business, Data, Communications, or related field.
• 4+ years of experience in CRM, lifecycle marketing, retention, or subscription-based businesses.
• Experience managing onboarding, engagement, retention, and win-back campaigns.
• Strong understanding of CRM automation, segmentation, and personalization strategies.
• Experience with email, push notification, and in-app communication campaigns.
• Analytical mindset with strong understanding of CRM KPIs, churn, retention, and LTV metrics.
• Experience with CRM platforms and subscriber data management systems.
• Knowledge of customer lifecycle management in OTT, telecom, or digital subscription environments is an advantage.
• Understanding of data privacy and CRM compliance requirements.
• Strong organizational and project management skills.
• Excellent communication and cross-functional collaboration skills.
• Fluent in English and preferred Serbian (written and spoken).
• Data-driven, detail-oriented, and results-focused mindset.

Why we think you should apply:

• You will work in an environment that allows you to grow and develop.
• Hybrid work model (on-site and off-site).
• 25 days off per year.
• Participation in the bonus reward system.
• Healthcare Package.
• Mobile phone with unlimited internet and Family Yettel tariff package.
• Recreation or health program.
• In-house training and development programs.
• Career development opportunities.