CRM Campaign Manager

1. CRM Campaign Planning

• Develop and execute CRM campaign plans aligned with business objectives, marketing strategies, and commercial priorities.
• Translate business objectives into targeted CRM campaigns for different customer segments and customer lifecycle stages.
• Develop campaign concepts, mechanics, offers, communication messages, and customer journeys.
• Manage CRM campaign calendars and ensure timely campaign execution.
• Coordinate with relevant stakeholders to ensure campaign readiness and smooth execution.

2. Customer Segmentation & Targeting

• Define target customer groups based on customer profiles, purchase behavior, transaction history, engagement, and lifecycle stage.
• Develop targeted campaigns for different customer segments, including new customers, active customers, high-value customers, dormant customers, and potential customers.
• Collaborate with CRM/Data teams to identify customer insights and opportunities for campaign activation.
• Ensure the right offer, message, and communication channel are delivered to the right customer at the right time.

3. Campaign Execution & Customer Communication

• Execute CRM campaigns across multiple channels such as LINE, SMS, Email, Mobile Application, Website, and other digital platforms.
• Manage campaign setup, customer targeting, content coordination, scheduling, testing, and deployment.
• Coordinate with Creative, Content, Digital, E-Commerce, and Marketing teams to develop campaign materials.
• Ensure campaign communications are accurate, consistent, and aligned with brand guidelines.
• Monitor campaign execution and promptly resolve issues that may impact campaign performance.

4. Personalization & Customer Journey

• Develop personalized CRM campaigns based on customer behavior, preferences, purchase history, and interests.
• Support the development of automated customer journeys and triggered campaigns.
• Develop lifecycle campaigns such as:
• New Customer Welcome
• First Purchase Activation
• Repeat Purchase
• Cross-sell & Up-sell
• Win-back / Reactivation
• Customer Retention
• Loyalty & Reward
• Identify opportunities to improve customer experience and engagement throughout the customer journey.

5. Campaign Performance & Optimization

• Monitor and analyze campaign performance against defined KPIs.
• Track key metrics such as Open Rate, Click-through Rate, Engagement Rate, Conversion Rate, Revenue, Average Order Value, Repeat Purchase Rate, and Campaign ROI.
• Conduct A/B testing on campaign content, offers, timing, communication channels, and customer segments.
• Identify campaign performance gaps and recommend actionable improvements.
• Continuously optimize campaign strategies to improve conversion, customer engagement, and incremental revenue.

6. Campaign Reporting & Insights

• Prepare regular CRM campaign performance reports and dashboards.
• Analyze campaign results and identify customer behavior and business insights.
• Provide recommendations for future campaigns based on campaign performance and customer response.
• Track campaign effectiveness and contribution to business and customer growth.

7. Cross-functional Collaboration

• Work closely with Marketing, E-Commerce, Merchandising, Sales, Data/Analytics, IT, and Store Operations teams.
• Coordinate with internal and external partners, including CRM platforms, agencies, and technology providers.
• Support the development and implementation of CRM initiatives and customer engagement projects.

• Bachelor's degree or higher in Marketing, Business Administration, Digital Marketing, Communications, Data Analytics, or a related field.
• 5-10 years of experience in CRM, Campaign Management, Digital Marketing, Customer Marketing, Loyalty, E-Commerce, or related fields.
• Experience in Retail, E-Commerce, FMCG, Banking, Telecommunications, or other customer-focused businesses is preferred.
• Strong understanding of CRM campaign planning, customer segmentation, targeting, and customer lifecycle management.
• Experience working with CRM platforms, marketing automation tools, CDP, or customer databases is an advantage.
• Strong analytical skills with the ability to interpret campaign data and turn insights into actionable recommendations.
• Proficiency in Microsoft Excel and PowerPoint; knowledge of Power BI, SQL, or other analytics tools is an advantage.
• Strong project coordination and stakeholder management skills.
• Good understanding of digital marketing channels and omnichannel customer journeys.
• Detail-oriented, proactive, result-driven, and customer-centric.