Virtual Assistant Brevo (SendInBlue) Email & CRM System Manager

As an Email & CRM System Specialist, you will be responsible for the full Setup and Management of our Brevo Email & CRM system. Your primary focus will be to initially set up and optimization of Brevo for our business and for our email communications, and marketing efforts, enhancing customer engagement and driving e-commerce sales. You will work closely with our marketing (internal and external agencies), sales, and Website builder (Lemon) teams to implement and manage various automation workflows and ensure that our email marketing campaigns are highly effective.

Key Responsibilities:

* Being the offsite VA to manage the Brevo CRM system to assist with customer interactions and inquiries.
* Email, WhatsApp & SMS Marketing Setup: Develop and execute email and SMS marketing strategies for our e-commerce business.
* Lead Generation and Cold Emailing: Implement lead generation tactics and cold emailing campaigns to expand our customer base.
* Email Marketing Flows: Create and manage various email marketing flows, including welcome, cart abandonment, order confirmation, retention, and more.
* Sales Funnel Setup: Build, integrate (to website), and optimize sales funnels to increase conversion rates.
* Quality Flow Creation: Design and implement automation workflows relevant to our e-commerce needs, such as browse abandonment, upselling/cross-selling, and customer win-back flows.
* Segmentation: Implement segmentation strategies to personalize customer communications.
* Integration with Third-Party Tools: Integrate the CRM system with third-party tools and platforms for seamless operations. i.e. any future plug-ins (and recommend these from your experience such as an APP)
* Segmentation – base it on the scoring behaviour. Then specialized emails based on Location, age and campaign, demographic. You will need to understand from analytics what we must tailor moving through the months.
* Scoring different journeys and building templates – Using this Scoring to create different trigger points and what templates will be sent to these customers
* HTML creation; Working with the marketing team to create/build various HTML templates.
* Email Copy: Craft and Design compelling email copy that resonates with our audience.
* Managing all project roll out via Click Up project management software and having daily 5 p.m. discussions with the UAE team on timelines and opportunities
* Analytics and Performance Review: Continuously monitoring and analyzing the CRM system’s performance to make data-driven improvements.

Building Brevo dashboards to analyze all relevant KPI’s & ROI’s:

* Customer Acquisition Cost (CAC): Measure the cost of acquiring new customers through CRM-driven marketing and advertising efforts. Lowering CAC can indicate more efficient customer acquisition strategies.
* Customer Lifetime Value (CLV): Calculate the total revenue a customer is expected to generate throughout their relationship with your business. This helps in identifying high-value customers and tailoring marketing efforts accordingly.
* Conversion Rate: Track the percentage of CRM-initiated leads or interactions that result in a desired action, such as a purchase. This helps evaluate the effectiveness of your CRM campaigns.
* Customer Retention Rate: Monitor the percentage of customers who continue to make purchases from your e-commerce store over time. High retention rates indicate strong customer relationships.
* Churn Rate: The inverse of customer retention, this KPI measures the percentage of customers who stop doing business with your e-commerce platform. Reducing churn is vital for sustaining growth.
* Customer Satisfaction (CSAT) Score: Collect feedback from customers regarding their satisfaction with your e-commerce services and support. High CSAT scores indicate positive customer experiences.
* Net Promoter Score (NPS): Measure the likelihood of customers recommending your e-commerce platform to others. High NPS scores suggest satisfied customers who may act as brand advocates.
* Abandoned Cart Rate: Track the percentage of customers who add items to their shopping cart but do not complete the purchase. Reducing this rate can lead to increased sales.
* Cross-Sell and Upsell Success: Measure the effectiveness of CRM-driven recommendations for related or upgraded products. Increased cross-sell and upsell rates can boost average order value.
* Email Open and Click-Through Rates: Assess the performance of email marketing campaigns initiated through the CRM system. Higher open and click-through rates indicate engaging content.
* Lead Generation and Nurturing:* Track the number of leads generated through CRM efforts and the percentage of those leads that progress through the sales funnel. This helps evaluate lead quality and CRM nurturing strategies.
* Return on Investment (ROI): Calculate the return on investment for your CRM system by comparing the revenue generated against the costs of implementing and maintaining the CRM platform.
* Customer Segmentation Effectiveness: Analyze how well your CRM system segments customers based on behaviour, demographics, or other criteria. Effective segmentation can lead to more personalized marketing.
* Social Media Engagement: Monitor customer engagement on social media channels managed through the CRM system, including likes, shares, comments, and mentions. This indicates brand visibility and engagement.
* Customer Segmentation ROI: Assess the return on investment for specific customer segments, helping you allocate resources more effectively to high-value customer groups.
* These KPIs can vary depending on your specific e-commerce business model and goals. It’s important to regularly analyze these metrics to make data-driven decisions and continuously improve your e-commerce CRM strategies.