Overview of the role:

• The Customer Relationship Manager (CRM) is responsible for planning brand customer relationship management campaigns, driving marketing automation and customer lifecycle journeys and interacting with multiple teams within the division and managing the execution of all direct customer communications and automations across different channels.

What you will do:

• Execute and coordinate customer lifecycle communication strategies and campaigns across current channels to drive customer engagement and retention.
• Support all business verticals in campaign management across all available CRM channels.
• Planning weekly, monthly, quarterly and annual CRM communication calendars.
• Perform customer segmentation to maximize conversions across various engagement campaigns
• Implement A/B testing various content and creative deliverable to create optimization and enhancement opportunities.
• Develop a long-term vision for new products and build road maps to achieve success. 
• Exhibit a profound understanding of the customer needs, and map customer journeys to build new opportunities. 
• Define and improve CRM key performance indicators in conjunction with analytics and stakeholder teams.
• Measure and report performance of all CRM campaigns and assess against goals.
• Maintain and improve CRM operational efficiency integral to future growth.
• Perform extensive on-going campaign analysis to find growth opportunities.

Skills

Required skills to be successful:

• Digital CRM experience.
• Experience with customer lifecycle management and retention.
• Experience in management of CRM campaigns.
• Experience in marketing automation platforms.

About the team:

• The role reports to the Retail Director and will interact with internal and external stakeholders.

What equips you for the role:

• Bachelors’ Degree in Marketing, Communications or Business Administration.
• 5 -7 years digital CRM experience. 
• Certification in email,CRM marketing and hands-on experience in reporting tools like BI.
• Experience in CRM and marketing automation platforms.