Job description
Role Summary: The CRM Manager is responsible for leading the end-to-end CRM strategy to drive customer engagement, loyalty, and revenue growth. This role combines strategic planning with hands-on execution—overseeing CRM platform development, campaign management, and customer segmentation to deliver personalized experiences across the retail network.
By leveraging data and customer insights, you will optimize campaign performance, increase customer lifetime value, and translate analytics into actionable retail strategies. Working closely with global and cross-functional teams, you will ensure CRM initiatives are aligned with business objectives and deliver measurable commercial impact.
Key Responsibilities:
- Develop and lead the annual CRM strategy aligned with sales targets and business growth objectives.
- Own CRM platform development, Lead system enhancement projects, integration with POS. Drive personalization and automation capabilities to improve efficiency and customer experience. Ensure data governance, accuracy, and compliance with privacy regulations.
- Lead end-to-end CRM campaign planning for retail promotions, store openings, IP launches, seasonal campaigns, and member-exclusive programs.
- Develop segmentation strategy to drive targeted campaigns by store cluster, spending tier, and customer behavior.
- Monitor campaign ROI, sales uplift, traffic conversion, and repeat purchase performance.
- Translate customer insights into actionable retail strategies to increase basket size and visit frequency.
- Collaborate closely with global team for development and local retail operations, VM, merchandising, and marketing to align CRM strategy.
Qualifications
- 7–10+ years of experience in CRM, loyalty, or data-driven marketing within retail or omnichannel business.
- Proven track record in leading large-scale retail CRM campaigns and driving measurable sales impact.
- Expertise in CRM systems, marketing automation, and customer segmentation strategy.
- Advanced analytical mindset with ability to connect data to commercial outcomes.
- Strong leadership and stakeholder management skills.
