Overview:
CRM Managers focus on building and maintaining strong relationships with customers through data-driven, personalised marketing campaigns. They oversee the customer relationship management strategy, ensuring that the business effectively nurtures leads, increases customer retention, and enhances lifetime value (LTV).
Duties & Responsibilities:
- Develop and execute CRM strategies to improve customer engagement and retention
- Oversee the implementation of automated marketing campaigns across email, SMS, and in-app messaging
- Segment customer data to create targeted and personalised campaigns
- Work closely with the product and data teams to ensure CRM insights inform customer experience enhancements
- Monitor and analyse customer behaviour, purchase patterns, and churn risk
- Collaborate with sales and customer support teams to ensure CRM efforts align with overall business goals
- Test and optimise CRM workflows using A/B testing and predictive modelling
- Ensure compliance with data protection regulations (e.g., GDPR) and best practices
Skills & Qualifications:
- Proven experience in CRM management, customer lifecycle marketing, or retention marketing
- Proficiency in CRM platforms such as Salesforce, HubSpot, Marketo, or Braze
- Strong understanding of segmentation, automation, and customer journey mapping
- Analytical mindset with experience using data insights to drive decision-making
- Knowledge of email deliverability best practices and data privacy regulations
