CRM Manager

We are seeking a highly motivated and data-driven CRM Manager to join a growing team that operates in a sophisticated sector. In this pivotal role, you will be responsible for developing and executing a comprehensive CRM strategy that drives customer engagement, loyalty, and revenue growth across all customer touchpoints. Key Responsibilities: Strategic CRM Management: Develop and implement a robust CRM strategy aligned with business objectives. Collaborate closely with cross-functional teams (marketing, sales, product, and IT) to ensure seamless CRM integration across the customer journey. Continuously identify and implement improvements to CRM tools and processes to enhance efficiency and customer satisfaction. Data-Driven Marketing & Segmentation: Leverage customer data to design targeted, segmented marketing campaigns that drive engagement and conversions. Build and refine customer personas based on behavioural, demographic, and transactional data. Develop predictive models to forecast customer needs and optimise marketing efforts. Campaign Development & Reactive Marketing: Create and execute innovative and timely CRM campaigns across multiple channels (email, SMS, push notifications, etc.). Implement reactive marketing strategies, responding quickly to market trends, customer feedback, and business changes. Monitor and analyse campaign performance, using insights to refine future efforts. Analytics & Reporting: Track, measure, and report on key CRM metrics (e.g., customer acquisition, retention, lifetime value, and churn). Conduct in-depth analyses of customer behaviour and campaign effectiveness, presenting insights and recommendations to leadership. Utilise A/B testing and other optimisation techniques to ensure continuous improvement. Innovation & Change Leadership: Foster a culture of innovation and adaptability within the CRM function. Stay abreast of the latest CRM tools, trends, and best practices, recommending and implementing changes where appropriate. Proactively drive organisational change to enhance customer relationships and business outcomes. Loyalty Scheme & Lifecycle Marketing: Manage and innovate customer loyalty programs to increase engagement, retention, and lifetime value. Develop lifecycle marketing strategies that nurture customers at every stage of their journey, from onboarding to re-engagement. Key Qualifications & Experience: Bachelor's degree in Marketing, Business, Data Analytics, or a related field. 3+ years of proven experience in CRM management, customer lifecycle marketing, or a similar role. Strong creative thinking skills with the ability to design compelling customer experiences. Exceptional analytical capabilities with expertise in tools such as Klaviyo, Google Analytics, or similar platforms. Demonstrated experience in segmentation, data modelling, and predictive analytics. Excellent communication and project management skills with a track record of successful cross-functional collaboration.

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