CRM Manager

Grandiose

CRM Manager

Key Responsibilities

• Responsible end-to-end for Retention Programs and its implementation: Loyalty, CRM, Email;
• Design CRM & Loyalty roadmap, lifecycle campaigns, segmentation and content framework;
• Planning and delivering CRM strategies across the organization with a view to retaining existing customers, increasing brand loyalty and expanding the company brand;
• Deciding on a final CRM structure and architecture that will work seamlessly across the business and capture crucial information along the sales funnel.
• Plan, develop, implement and manage customer loyalty program, including strategy, challenge and reward fulfillment, challenge creation, advocate engagement and program status reporting;
• Support cross sell and upsell goals through the loyalty platform and email.
• Increase emotional engagement with existing customers to boost Repeat Purchase Rate and Customer Lifetime Value by driving loyalty campaigns to drive referrals, references, testimonials, reviews, surveys, product feedback and social shares;
• Leverage knowledge of customer segments, personas and journeys to design relevant challenges and experiences on the loyalty platform and through targeted customer communications;
• Development of testing strategies to guarantee the most efficient approach for the organization and its customers.
• Coming up with creative ideas, preparing proposals, overseeing the production process & execution and reporting the results to the relevant people;
• Extract, analyze and interpret data from different sources to enable data visualization and translate findings into simple actionable insights.
• Making sure the customer database is correctly segmented for targeted marketing activities and identify opportunities to grow the customer database;
• Uphold data governance standards and ensure data is captured consistently and appropriately across different touch points and channels and in compliance with the GDPR regulations.

Required Qualifications & Experience

• 3+ experience in digital platforms or e-commerce or marketplaces
• 3+ years CRM experience
• 2+ year experience in Loyalty Program, conceptualization, launch and management
• Hands-on experience EDM and Retention Email
• System integration knowledge to liaise with IT department
• Marketing technology toolkit

Required Skills

• Technical proficiency and knowledge of CRM database solutions and feeds, loyalty, and analytical systems
• Knowledge of both qualitative and quantitative methodologies in data analytics
• A/B testing, messaging, and post-campaign analysis;
• Data-driven decision-making mentality and sound business judgment through strong analytical thinking.
• Excellent Excel knowledge, including Data-Analysis Pack and What-If Analysis
• Excellent project management, communication and presentation skills;
• Good copywriting, proofreading skills and excellent attention to details.
• HTML/CSS skills preferable
• Behavioral: Pro-active, hands-on, team player, resilient, disciplined, eager for performance, easy-learner, self-starter, can-do attitude