Manager - CRM
Skills
About This Role
About the Role
The ideal candidate will be responsible for curating and executing strategies to improve customer engagement and retention.
This role requires critical thinking with a problem-solving mindset, capable of troubleshooting complex challenges in CRM processes, campaign execution, and system integrations.
The role will proactively identify gaps, resolve issues, and optimize strategies.
It will require testing integrations, validating customer journey flows, and ensuring smooth campaign execution.
They should demonstrate a high level of analytical and critical thinking skills, with the ability to clearly articulate the results and recommendations.
Responsibilities
- Plan, execute, measure, analyze and improve targeted CRM campaigns across multiple customer channels of Email, Push Notifications, WhatsApp and SMS, that effectively engage customers, drive sales.
- Identify opportunities to impact the customer journey across lifecycle stages.
- Collaborate with stakeholders from tech, product, brand, UX, data teams to successfully plan and execute end-to-end projects and campaigns.
- Drive innovation in CRM campaigns by testing new strategies, channels, and technologies. Continuously optimize and experiment with A/B testing, multivariate testing, and other methodologies to refine messaging, targeting, and overall campaign effectiveness, fostering a culture of innovation within the CRM team.
- Stay up to date of CRM technology trends and advancements to recommend improvements and integrations.
- Provide technical guidance and troubleshoot issues as applicable for data flows, integrations within the CRM tools and 3rd party platform(s) and possible channel integration ensuring campaigns are set up for accurate measurement and reporting.
- Design effective target audiences and segments for every message to drive engagement and revenue performance against KPI goals, leveraging analytical thinking to improve targeting, validate campaign flows, and ensure campaign effectiveness.
- Own the CRM KPIs, providing regular updates on campaign performance, customer engagement, and retention metrics to stakeholders and making recommendations for further optimization.
- Analyze customer data and behavior, identifying opportunities for automation, personalized messaging, and tailored marketing campaigns, while applying critical thinking to improve campaign effectiveness and troubleshoot data or flow-related issues.
Profile Requirements
- Excellent understanding of the tech CRM landscape and main trends in the industry.
- 6+ years of relevant experience in marketing automation CRM tools - Moengage, Clevertap, Braze or any other similar B2C marketing automation tools.
- Must show an analytical mindset and not be afraid to work with large data sets.
- Ability to lead a team and work collaboratively with multiple stakeholders across departments.
- Ability to work as part of a cross-functional team and independently.
- Excellent organizational and project management skills.
- Proactive approach to problem-solving.
- Strong interpersonal skills.
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