CRM Manage

Job Summary:

The CRM Manager will be responsible for developing, executing, measuring & optimizing the customer lifecycle management strategies to enhance customer retention, frequency & satisfaction. The individual will play a crucial role in leveraging customer data and insights to design personalized direct marketing campaigns and initiatives that drive customer engagement and maximize revenue opportunities.

Key responsibilities:

• Develop and implement CRM strategies and initiatives to enhance customer retention, frequency and value.
• Design and execute personalized marketing campaigns and communications across various channels (email, SMS, WhatsApp, social media etc.), define objectives based on insights and learnings.
• Manage the CRM system, implement segmentation strategies, and create targeted marketing campaigns based on customer data to deliver relevant and timely offers, promotions and incentives to customers.
• Implement A/B testing of various content and creative deliverables to create optimization and enhancement opportunities.
• Collaborate with marketing and digital team & country managers to plan weekly/ monthly/ quarterly/ annual CRM communication calendar.
• Perform extensive ongoing campaign analysis to find growth opportunities.
• Measure and report performance of all CRM campaigns and assess against goals.
• Collect, analyse, and interpret data from various marketing channels for data-driven optimization.
• Present data insights through visualization, reporting, and presentations to the marketing team and senior management.
• Collaborate with multiple vendors to ensure all system integrations related to CRM are working seamlessly.

Requirements:

• Bachelor’s degree in marketing, business administration or related field
• 3+ years’ of experience in CRM management in retail/ ecommerce/ food-tech/ marketing/ loyalty industries with a proven track record of delivering results
• Knowledge of using CRM platforms like MoEngage/ WebEngage/ Clevertap or similar platforms.
• Strong project management skills with the ability to manage multiple projects simultaneously while adhering to timelines
• Knowledge of standard methodologies & current trends in direct marketing communication and CRM strategy for retail, digital commerce, or mobile apps preferred
• Understands key metrics, such as ROAS, ROI, LTV, and retention & frequency, as well as how different metrics affect one another.
• Technical skills, including Excel, data mining (basic SQL), and data visualization (PowerBI, Tableau, or Google Data Studio) is highly preferred
• Ability to use analytics to understand digital consumer behaviours and find opportunities to accelerate growth
• Experience in hiring and mentoring junior analysts
• Strong communication skill