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SalaryCustomer Relationship Management Manager
We don't provide visa sponsor for this position.
As a CRM Manager, you will play a pivotal role in enhancing our Customer Relationships by leveraging CRM tools and analytics. Your primary focus will be to analyse customer behaviour, understand their needs, and ensure a seamless experience throughout their journey. By utilizing your expertise in CRM systems, you will contribute to the growth of our customer base and foster long-lasting relationships. Additionally, you will lead the Loyalty program and support CRM activation in collaboration with the Marketing and Business teams of the organization.
Job description
Analyze customer behaviour, preferences, persona and purchase patterns using CRM and data analytics tools.
Measure and report on key CRM metrics, such as customer acquisition, retention, and lifetime value etc.
Utilize data analytics tools and techniques to analyse program performance and customer behaviour.
Leverage customer feedback and insights to identify areas for improvement and implement necessary changes.
Develop and manage customer loyalty programs, including rewards, incentives, and exclusive offers.
Identify opportunities to enhance customer retention and reduce churn through targeted initiatives.
Implement customer win-back campaigns and strategies to re-engage inactive customers.
Develop and execute targeted marketing campaigns to promote the loyalty program and engage members.
Create compelling and personalized loyalty program communications, including email campaigns, in-app messaging, and targeted offers.
Collaborate with the marketing team to align loyalty program campaigns with overall marketing initiatives.
Utilize marketing automation tools to streamline and optimize CRM processes.
Manage and conceptualize marketing campaigns via new and existing channels to create, build and maintain strong customer loyalty and relationships
Ensure consistent and optimum utilization of marketing channels, loyalty programs and campaigns to create, build and maintain strong customers
Drive initiatives to engage customers across all communications channels
Responsible for segmentation and profiling of customer database to support end-to-end campaign execution, from requirement gatherings, extractions, executions, communications and report tracking of campaign performance
Responsible for the improvement and optimization of CRM transactional communications Transform customer data into actionable insights to drive intelligent customer engagement
Requirement
Bachelor's degree in Marketing, Business or a related field
3-5 years of experience in a high-volume Customer Experience and/or Customer Service function
At least 1 previous background in managing a medium to large scale CRM implementation project
Proficiency in using CRM tools and platforms
Strong analytical skills with the ability to translate data into actionable insights
Excellent communication and interpersonal skills.
Detail-oriented with a focus on delivering exceptional customer
experiences.
Ability to work independently as well as collaboratively with cross-functional teams to drive results
Ability to work collaboratively in a fast-paced, dynamic environment.
Ability to make quick and data-driven decisions
Preferable with at least 2 years’ experience in fashion/ retail industry and/or E- Commerce industry
CRM additional requirements:
1. must have experience in B2C ,B2B not consider
2.Must have experience handle more than 100k customers
This role reporting to Marketing manager
mandarin speaking preferred
