CRM Manager is responsible for cultivating the customer relationship with the brands through CRM engagement and ensuring the customer services level is aligned with brand’s promise; Effectively plans for using digital channels to directly engage with customers.

Key Roles & Activities
•    Define loyal customer group and determine the priority of customer group targets
•    Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty 
•    Design and develop the CRM or loyalty program best suited to target the loyal customers or potential customers
•    Overseeing any partnership with external partners for the CRM programs and ensure a seamless roll out of all CRM activities 
•    Working closely with all department to ensure the CRM works effectively for all aspects of the company.
•    Ensuring the database is segmented effectively for targeted marketing activities
•    Overseeing direct communications with customers through the CRM and digital marketing 
•    Monitor and maximize customer lifetime value strategies ensuring maximum profitability 
•    Select the CRM platform structure and architecture and ensure it works seamlessly across the organization and captures all required information at multichannel touch points in the customer life cycle
 

•    5-8 experience in CRM program management , customer acquisition , re-engagement and retention strategies
•    Extensive exposure to digital marketing strategy and social media campaign creation 
•    Extensive experience of direct and CRM marketing in the consumer retail industry
•    Effective team leader as well as vendor management skills 

KPI

•    Customer counts

•    Sales and market share growth

•    Customer life time value 

•    Consumer responses to campaigns

•    Customer acquisition and retention 

•    Active members signed up to the program