Job Summary:

The Customer Relationship Management Manager will be responsible for the realization of organisation’s total CRM strategy and be the core owner for the implementation of programs and processes to analyse customer needs, drive sales and create an overall positive customer experience.

Job Responsibilities

• Plays the main role of managing the business’s day-to-day consumer relations protocols and CRM segmentation.
• Advance the CRM strategy of the Group via managing internal and external stakeholders. This will include internal strategic coordination with Marketing, Customer Service and E-Commerce teams, as well as management of vendors.
• Driving CRM initiatives and overseeing execution of CRM Campaigns
• Structures CRM activities with a view of maximizing KPI improvement, ROI, CLV , FLV , RFM DAU, loyalty, engagement, and business impact.
• Oversees and coordinates the implementation of new CRM tools (Braze , SFMC , SFCC , SFDC)
• Working with IT and CRM vendor to manage CRM system and data warehousing
• Lead an efficient and structured processes to maintain a high level data hygiene within the CRM database and communications infrastructure
• Collaborate with various teams including Product, Marketing, Technical and Legal to create effective customer lifecycle campaigns such as activation, retention, upsell, cross-sell, and churn management through data-driven approaches.
• Enhance CRM campaigns with personalization and localization and execute A/B tests to analyze results for maximum impact.
• Automate basic tasks to improve CRM platform usage and generate managerial reports using data visualization tools. Tailor CRM campaigns to meet business objectives by analyzing industry trends and collaborating with other stakeholders.
• Guarantee exceptional CRM reporting by providing timely updates on customer cohort performance, and supporting campaigns and events.
• Foster solid relationships with vendors by working closely with them on the CRM product roadmap and strategy.
• Provide technical support and expertise advice throughout all technical stages of projects, Change Request and third level support.
• Identify, define and coordinate development activities within a project or Change request, such as additional specific functionality, interfacing to external systems or conversion programs to be built.
• Provide guidance, training and advice to less experienced team members.
• Offer technical expertise and support across all technical phases of projects, Change Requests, and third-level support. Identify, define, and oversee development activities in a project or Change Request, including the development of specific additional functionality, interfacing with external systems, or building conversion programs.
• Provide coaching, instruction, and advice to less experienced team members.

Job Requirements

• The position of CRM Manager demands extensive cross-functional collaboration, good communication skills, excellent project managerial skills, creative skills, and a process-focused aptitude that will enable the CRM Manager to effectively execute multiple responsibilities and deliverables.
• At least 5 years of relevant experience in CRM marketing or management in a fast-paced and highly competitive setting
• Experience in the usage and implementation of CRM tools is a must.
• Demonstrated a substantial knowledge in CRM segmentation, campaign management, direct marketing, offer management, data mining, interactive marketing, database marketing, and email marketing.
• A critical and analytical thinker who is able to work well under pressure with minimal supervision
• Good time management skills and the ability in managing multiple priorities are critical
• Strong business and commercial acumen with proven track record of driving exponential sales growth through the effective management of CRM analysis, channels and platforms
• Team player with positive learning attitude
• Pleasant disposition with excellent interpersonal skills

Technical Knowledge

• User Acceptance Test (UAT), and implementation activities to resolve system problems/bugs and ensure smooth program execution in the production environment. Investigating reported problems/errors and initiating amendments and testing to ensure correct and efficient system operation.
• Preparing and maintaining accurate and up-to-date system documentation. Analyzing functional requirements and transforming them into application design using established design methodologies and guidelines.