The Customer Relationship Management Manager will be responsible for the realization of organisation’s total CRM strategy and be the core owner for the implementation of programs and processes to analyse customer needs, drive sales and create an overall positive customer experience.
Job Responsibilities
- Plays the main role of managing the business’s day-to-day consumer relations protocols and CRM segmentation.
- Advance the CRM strategy of the Group via managing internal and external stakeholders. This will include internal strategic coordination with Marketing, Customer Service and E-Commerce teams, as well as management of vendors
- Driving CRM initiatives and overseeing execution of CRM Campaigns
- Structures CRM activities with a view of maximizing KPI improvement, ROI, and business impact.
- Oversees and coordinates the implementation of new CRM tools
- Develop, evaluate, and redesign members’ loyalty program to enhance retention rate
- Working with IT and CRM vendor to manage CRM system and data warehousing
- Lead an efficient and structured processes to maintain a high level data hygiene within the CRM database and communications infrastructure
- Performs consumer Journey Mapping and analyzes business touch-points in order to increase the business’s commercial opportunities.
- Define and manage the overall group’s data management strategy
Job Requirements
- The position of CRM Manager demands extensive cross-functional collaboration, good communication skills, excellent project managerial skills, creative skills, and a process-focused aptitude that will enable the CRM Manager to effectively execute multiple responsibilities and deliverables.
- At least 5 - 8 years of relevant experience in CRM marketing or management in a fast-paced and highly competitive setting
- Experience in the usage and implementation of CRM tools is a must
- Demonstrated a substantial knowledge in CRM segmentation, campaign management, direct marketing, offer management, data mining, interactive marketing, database marketing, and email marketing.
- Knowledge of Salesforce CRM and Marketing Cloud will be a bonus
- A critical and analytical thinker who is able to work well under pressure with minimal supervision
- Good time management skills and the ability in managing multiple priorities are critical
- Strong business and commercial acumen with proven track record of driving exponential sales growth through the effective management of CRM analysis, channels and platforms
- Team player with positive learning attitude
- Pleasant disposition with excellent interpersonal skills
