Job description - CRM Manager

The Customer Relationship Manager is responsible for the creation and development of the CRM strategy using a creative approach to secure and manage target audiences whilst delivering outstanding campaigns. By working with the direct sales and marketing managers, a CRM Manager ensures a stream of high quality leads through online and email marketing, to drive acquisitions, increase conversion, improve retention and customer loyalty.

We are looking for candidates who have 5-10 years of experience in managing loyalty programs/working preferably in ecommerce, IT, manufacturing and home furnishing industry.

Duties and Responsibilities:

- Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty.

- Deciding on the CRM platform structure and architecture ensuring it works seamlessly across the organisation and captures all required information at key points in the customer life cycle.

- Customer Journey Mapping analysing touch points with the organisation and maximising commercial opportunities.

- Working closely with all departments to ensure the CRM works effectively for all aspects of the company.

- Overseeing direct communications with customers through the CRM.

- Monitor and maximise customer lifetime value strategies ensuring maximum profitability.

- Ensuring the database is segmented effectively for targeted marketing activities.

- Overseeing the migration of all direct communications to lower cost mediums such as SMS and email.

- Developing testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.

- Adapt at crafting nurturing programs for "trigger based' and drip communications that advance prospects through the buying cycle

- Developing and implementing customer retention / sales prospecting strategies for an online business.

- Applicants must be detail oriented and have a passion for deep data analysis and A/B testing.

- The position will be directly responsible for fulfilling email, lead nurturing, and retention marketing programs.

- Analysis and reporting on campaigns effectiveness in terms of traffic, acquisition, conversion, retention and revenue

- Identifying areas for improvement and making recommendations

- Managing the CRM budget

Skill Sets required:

- Extensive experience of direct and digital marketing ideally in a similar industry.

- Strong background in customer acquisition, re-engagement and retention strategies.

- Excellent planning, analytical skills and project management

- Knowledge and understanding of data and production processes

- Foresight to anticipate issues, set priorities and proactively develop strong relationships both internally and externally

- Ability to be creative and use their initiative to develop new ideas

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