As a CRM Manager, you will play a pivotal role in enhancing our customer relationships by leveraging CRM tools and analytics. Your primary focus will be to analyze customer behavior, understand their needs, and ensure a seamless experience throughout their journey. By utilizing your expertise in CRM systems, you will contribute to the growth of our customer base and foster long-lasting relationships. Additionally, you will lead the Loyalty program and support CRM activation in collaboration with the Marketing and Business teams of the organization.
Job description
- Analyze customer behaviour, preferences, persona and purchase patterns using CRM and data analytics tools.
- Measure and report on key CRM metrics, such as customer acquisition, retention, and lifetime value etc.
- Utilize data analytics tools and techniques to analyze program performance and customer behaviour.
- Leverage customer feedback and insights to identify areas for improvement and implement necessary changes.
- Develop and manage customer loyalty programs, including rewards, incentives, and exclusive offers.
- Identify opportunities to enhance customer retention and reduce churn through targeted initiatives.
- Implement customer win-back campaigns and strategies to re-engage inactive customers.
- Develop and execute targeted marketing campaigns to promote the loyalty program and engage members.
- Create compelling and personalized loyalty program communications, including email campaigns, in-app messaging, and targeted offers.
- Collaborate with the marketing team to align loyalty program campaigns with overall marketing initiatives.
- Utilize marketing automation tools to streamline and optimize CRM processes.
- Manage and conceptualize marketing campaigns via new and existing channels to create, build and maintain strong customer loyalty and relationships
- Ensure consistent and optimum utilization of marketing channels, loyalty programs and campaigns to create, build and maintain strong customers
- Drive initiatives to engage customers across all communications channels
- Responsible for segmentation and profiling of customer database to support end-to-end campaign execution, from requirement gatherings, extractions, executions, communications and report tracking of campaign performance
- Responsible for the improvement and optimization of CRM transactional communications
- Transform customer data into actionable insights to drive intelligent customer engagement
Requirement
- Bachelor's degree in Marketing, Business or a related field
- 3-5 years of experience in a high-volume Customer Experience and/or Customer Service function
- At least 1 previous background in managing a medium to large scale CRM implementation project
- Proficiency in using CRM tools and platforms
- Strong analytical skills with the ability to translate data into actionable insights
- Excellent communication and interpersonal skills.
- Detail-oriented with a focus on delivering exceptional customer
- experiences.
- Ability to work independently as well as collaboratively with cross-functional teams to drive results
- Ability to work collaboratively in a fast-paced, dynamic environment.
- Ability to make quick and data-driven decisions
- Preferable with at least 2 years’ experience in fashion/ retail industry and/or E-Commerce industry
