Senior Specialist, CRM – Santa Ana, Costa Rica Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive Then, it's time to join Western Union as a Senior Specialist, CRM.Western Union powers your pursuit.
Role Responsibilities:Own development, implementation and performance of multi-channel campaigns targeting assigned area of the customer lifecycleCollaborate with CEM team as well as cross-functional partners (Marketing, Product, Data, Analytics etc.)
to drive improvements in customer retention and other KPIsGuide campaigns through the creative development and brand approval process, ensuring alignment with brand guidelines and delivering final assets on timeCollaborate with legal and compliance teams to ensure all campaigns adhere to local and global regulationsContribute to regional program reviews by providing insights, updates on upcoming campaigns, and refinements to strategy.Run A/B tests, analyze results, and share actionable insights with stakeholdersParticipate in quality assurance (QA) checks to ensure links, images, and copy are accurate in customer communicationsRole Requirements: Bachelor's degree2+ years of experience managing campaigns in owned channels (email/SMS/push/WhatsApp)Hands-on experience with an enterprise-level CRM platform (ex.
Braze, Iterable, Salesforce Marketing Cloud etc.
)Familiarity with an enterprise-level reporting platform (ex.
Looker, PowerBI, Tableau, etc.
)Experience defining and creating audience segmentsUnderstanding of how data flows between platforms (front end systems, data warehouses etc.
)High level understanding of global privacy and data protection laws (CAN-SPAM, GDPR etc.
)Experience managing multiple stakeholders and balancing project priorities Nice to Have:Prior experience working in a global or multi-market capacity, including coordinating campaigns across regionsKnowledge of personalization strategies and dynamic content creation for customer communicationsProficiency with project management tools (e.g., Asana, Trello, Jira) for campaign tracking and team collaborationBackground in Finance or FinTechExperience managing or executing campaigns on WhatsAppExposure to customer scoring or segmentation modeling .
BenefitsYou will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few( ).
Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.Your Costa Rica- specific benefits include:Asociación SolidaristaIn house company doctor servicesTransportation services optionsReferral Program awardEmployee Resource Groups (ERG) and committees to volunteer withPan American Medical and Life insuranceCafeteria Discounts Western Union values in-person collaboration, learning, and ideation whenever possible.
We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals.
By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.Our Hybrid Work Model categorizes each role into one of three categories.
Western Union has determined the category of this role to be Hybrid.
This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location.
The expectation is to work from the office a minimum of three days a week.