Job Summary
The CRM Campaign Manager is responsible for planning, executing, and optimizing customer communication strategies to drive engagement, retention, loyalty, and revenue. This role leverages customer insights, data analysis, and marketing automation tools to deliver personalized and effective CRM campaigns across multiple channels.
Key Responsibilities
Strategy & Planning
- Develop and implement CRM and customer lifecycle marketing strategies aligned with business goals.
- Analyze customer segmentation, lifecycle stages, and behavioral data to identify campaign opportunities.
- Define KPIs for CRM performance such as retention rate, engagement rate, conversion rate, CLV, and revenue impact.
Campaign Execution
- Plan, create, and execute CRM campaigns across channels such as Email, SMS, Line OA, Mobile Push, and In-app messaging.
- Manage both automated and manual campaign workflows.
- Develop segmentation, targeting logic, personalization rules, and offer strategies.
- Collaborate with creative, content, and product teams to ensure relevant and effective customer communication.
Analytics & Optimization
- Monitor and analyze campaign performance, providing insights and recommendations for continuous improvement.
- Conduct A/B testing, experiments, and optimization initiatives.
- Use customer behavior, transaction data, and event data to refine CRM strategies.
Data & Tools Management
- Work closely with Data/MarTech teams to ensure data readiness, segmentation accuracy, and tracking setup.
- Maintain data quality and ensure proper utilization of CRM/Marketing Automation platforms.
- Manage tools such as Braze, Salesforce Marketing Cloud, HubSpot, MoEngage, Insider, Iterable, OneSignal, or other CRM/CDP platforms used by the organization.
Qualifications
Experience
- Minimum 35 years of experience in CRM, Campaign Management, Retention Marketing, or Marketing Automation.
- Hands-on experience with CRM/Marketing Automation tools (e.g., Braze, SFMC, HubSpot, Insider).
- Experience building automation flows, segmentation logic, and multi-channel CRM campaigns.
Skills
- Strong understanding of customer lifecycle, retention strategies, and engagement marketing.
- Data-driven mindset with strong analytical abilities (Power BI knowledge is a plus).
- Excellent project management and cross-functional communication skills.
- Ability to balance strategic thinking with detailed execution.
Education
- Bachelor's degree in Marketing, Business, Data Analytics, Communications, or related fields.
