MAIN PURPOSE

The CRM Manager is responsible for development, execution, and continuous refinement of multi-channel Consumer Relations and the development of programs, roadmaps, and Consumer Relation strategies. The CRM Manager focuses on the loyalty and retention marketing strategies.

KEY RESPONSIBILITIES

• Plays the main role of managing the business's day-to-day consumer relations protocols and CRM segmentation.
• Manages and analyzes databases, in formulating strategies, strategy execution, asset deliverable management, as well as the testing of all SMS, emails, among other multi-channel communications.
• Driving CRM initiatives and overseeing execution of campaigns.
• Overseeing the creation of models against lifetime value, retention, churn, loyalty, and advocacy programs.
• Plays an active role in the formation of ongoing CRM strategies as well as the weekly/monthly/annual calendars that enable the continuous and consistent testing, learning, and optimization to maximize consumers' lifetime value.
• Structures CRM activities with a view of maximizing KPI improvement, ROI, and business impact.
• Oversees and coordinates the implementation of new CRM campaign management tools
• Manage direct communications with consumers and plays a leading role in deciding on the CRM platforms, structures, and architecture to guarantee that consumer relations are carried out seamlessly across the business.
• Develop strategic CRM strategies to drive maximum ROI
• Performs consumer Journey Mapping and analyzes business touch-points in order to increase the business's commercial opportunities.
• Develop, evaluate, and redesign members' loyalty program to enhance retention rate
• Conduct post-campaign analytics for the purpose of realizing recommendations for future CRM campaigns
• Working with IT and CRM vendor to manage CRM system and data warehousing

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.
• Degree in any field, majoring in Business is an added advantage.
• At least 6 years of relevant experience in CRM marketing or management in a fast-paced and highly competitive setting
• Experience in development of corporate-level CRM programs and campaigns.
• Demonstrated a substantial knowledge in CRM segmentation, campaign management, direct marketing, offer management, data mining, interactive marketing, database marketing, and email marketing.
• Possess strong analytical skills coupled with project management and planning skills
• Proficiency in Microsoft Office, Excel and PowerPoint. Adobe Photoshop and illustrator is an added advantage.
• Excellent oral & written communication skills. Numeric skills is essential
• Possess outstanding interpersonal skills and a positive attitude to deliver results in a fast-paced environment.
• Well-groomed, confident, and able to work under pressure will be an added advantage
• Comfortable in public speech & presentation
• Experience in a similar capacity within the beauty, and fashion industry is an added advantage.