The CRM Manager is responsible for building, leading, and overseeing the entire customer relationship management strategy to maximize Customer Lifetime Value (CLTV) and drive revenue growth. You will lead a team of specialists and act as a strategic bridge between CRM and other departments to ensure all activities are implemented effectively and cohesively.
Key Responsibilities
• Team Management: Recruit, train, and manage a team of CRM specialists. Delegate tasks, support skill development, and foster a positive, goal- oriented work environment.
• Analytics & Optimization: Collaborate closely with the Data & BI departments to gain deep insights into customer behavior, customer journeys, and campaign effectiveness. Convert data insights into concrete actions to optimize CLTV and other metrics.
• Cross- functional Collaboration: Act as a strategic partner to other department heads/team leads (Sales, Product, Customer Service, Marketing) to ensure CRM activities are seamlessly integrated into the company&039;s overall operations.
• Technology & Systems: Proactively evaluate, propose, and implement new CRM technologies and tools to improve work efficiency and personalization capabilities.
• Strategy & Leadership: Develop, shape, and lead the company&039;s overall CRM strategy. Set clear goals, KPIs, and roadmaps for the team to achieve key growth metrics.
• Budget Management: Responsible for effectively managing and allocating the CRM budget to achieve the best possible ROI.
• Channel & Campaign Management: Oversee and be responsible for the effectiveness of direct customer communication channels (email, SMS, push notifications, in- app messages). Plan, approve, and optimize acquisition, retention, and reactivation campaigns based on data.
• Segmentation & Personalization: Lead the analysis, definition, and continuous optimization of the customer database segmentation strategy. Ensure all marketing activities are highly personalized to provide relevant experiences for each audience group.
