Job Summary & Purpose:
CRM Campaign Manager is responsible for developing, executing, and optimizing customer relationship management (CRM) strategies and campaigns to drive customer engagement, retention, and sales growth. This role manages end-to-end CRM campaigns, ensuring personalized and targeted communication across multiple channels (SMS, app, LINE, email, POS, etc.), while collaborating with cross-functional teams and suppliers to deliver business objectives.
Principal Accountabilities:
1. CRM Strategy & Planning
- Develop and implement CRM campaign strategies to increase customer loyalty, frequency, and spend.
- Define customer segmentation, targeting, and personalization approaches using customer data and insights.
- Work with merchandising and suppliers to co-create funded campaigns and promotions.
2. Campaign Management
- Plan, execute, and monitor CRM campaigns across all customer touchpoints (app, email, SMS, LINE, POS notifications, etc.).
- Coordinate campaign calendar and align with seasonal events, product launches, and supplier promotions.
- Ensure campaigns are delivered on time, within budget, and meet defined objectives.
3. Data & Insights
- Analyze customer behavior, purchase history, and loyalty program performance to optimize campaigns.
- Develop campaign reports with KPIs (e.g., sales uplift, ROI, redemption rate, engagement).
- Recommend improvements based on performance data and A/B testing results.
4. Loyalty Program Management
- Enhance loyalty program effectiveness through relevant offers, gamification, and rewards.
- Drive customer engagement by introducing innovative campaigns that create excitement and fun experiences.
- Ensure program aligns with overall retail strategy and enhances customer lifetime value.
5. Stakeholder & Supplier Management
- Partner with merchandising and category teams to align CRM offers with business priorities.
- Pitch and negotiate with suppliers for sponsorships, funding, and co-branded campaigns.
- Work closely with IT, data, and operations teams to ensure seamless campaign execution.
6. Compliance & Customer Experience
- Ensure all CRM campaigns comply with data privacy regulations and company policies.
- Maintain consistent brand voice and customer experience across communication channels.
Qualifications & Skills:
- Bachelor's degree in Marketing, Business, or related field (Master's preferred).
- 5+ years of experience in CRM, loyalty, or retail marketing (convenience store or FMCG a plus).
- Strong knowledge of CRM platforms, marketing automation, and customer analytics.
- Excellent analytical skills with ability to turn data into actionable insights.
- Strong project management and multitasking skills.
- Experience in negotiating and managing supplier-funded campaigns.
- Creative thinker with strong customer-centric mindset.
- Strong communication, presentation, and stakeholder management skills.
Working Location: Central Changwattana
