Customer Relationship Management Manager

CRM Manager

About the Role

DeeMoney is looking for a data-driven and customer-focused CRM Manager to join our Shared Growth Team. This role will lead customer lifecycle and engagement strategies across both P2P and B2B customer segments, supporting our goal.

You will use customer insights, segmentation, personalized communication, and marketing automation to improve customer activation, engagement, retention, transaction frequency, and lifetime value. You will work closely with Growth, Product, Data, Customer Support, Compliance, and Creative teams to deliver relevant and measurable customer experiences across multiple channels.

What You'll Do

• Develop and execute CRM and customer lifecycle strategies across acquisition, onboarding, activation, engagement, retention, reactivation, and loyalty.
• Manage CRM campaigns for both P2P and B2B customers across email, SMS, push notifications, LINE, in-app messaging, and other relevant channels.
• Build customer segments based on demographics, behaviors, transaction history, lifecycle stage, and business potential.
• Design personalized customer journeys and automated communication workflows.
• Identify opportunities to increase activation rates, repeat transactions, transaction frequency, TPV, customer lifetime value, and retention.
• Partner with the Data team to analyze customer behavior, campaign performance, churn patterns, and growth opportunities.
• Plan and conduct A/B testing to improve messaging, offers, timing, targeting, and conversion rates.
• Create campaign briefs and coordinate with Content and Design teams to develop effective CRM communication materials.
• Work closely with Product and Technology teams to improve CRM capabilities, data integration, tracking, and customer experiences.
• Collaborate with Customer Support to gather customer feedback and address common pain points throughout the customer journey.
• Monitor campaign performance and prepare regular reports with clear insights and recommendations.
• Maintain CRM calendars, campaign documentation, customer segments, and automated workflows.
• Ensure all CRM activities comply with the Personal Data Protection Act (PDPA), Bank of Thailand requirements, and DeeMoney's internal compliance policies.
• Stay informed about CRM, fintech, remittance, customer loyalty, and marketing automation trends.

Key Performance Indicators

• Customer activation and onboarding completion rates
• Repeat transaction and transaction-frequency rates
• Customer retention and churn rates
• Reactivation of inactive customers
• CRM-attributed transaction volume and TPV
• Campaign conversion, open, click-through, and engagement rates
• Customer lifetime value
• Opt-out and communication complaint rates
• Accuracy and timely delivery of CRM campaigns

What We're Looking For

• Bachelor's degree in Marketing, Business Administration, Communications, Data Analytics, or a related field.
• At least 3–5 years of experience in CRM, lifecycle marketing, customer engagement, retention, or marketing automation.
• Experience in fintech, financial services, banking, payments, e-commerce, or other digital businesses is preferred.
• Hands-on experience with CRM or marketing automation platforms.
• Strong understanding of customer segmentation, lifecycle journeys, campaign management, and personalization.
• Comfortable working with data and performance metrics to make decisions.
• Experience with analytics and reporting tools such as Excel, Google Analytics, Looker Studio, Power BI, or similar platforms.
• Knowledge of A/B testing and campaign optimization.
• Good project-management skills with strong attention to detail.
• Ability to manage multiple campaigns and collaborate with cross-functional teams.
• Good written and verbal communication skills in Thai and English.
• Understanding of PDPA, customer consent, and responsible use of customer data is an advantage.

What Success Looks Like

• Customers receive timely, relevant, and personalized communication throughout their journey with DeeMoney.
• More customers complete onboarding and make their first transaction.
• Existing customers transact more frequently and remain active longer.
• Inactive customers are successfully re-engaged.
• CRM campaigns contribute measurable growth in transaction volume and outbound TPV.
• CRM decisions are supported by accurate customer data, testing, and actionable insights.

Why Join DeeMoney

You will play an important role in building meaningful customer relationships and shaping how customers engage with DeeMoney. As part of the Shared Growth Team, you will collaborate across P2P and B2B Growth, Product, Data, Design, Content, and Customer Support to deliver customer experiences that create measurable business impact.