CRM Strategy Lead

Responsibilities:

- Develop and execute CRM strategies to improve customer retention, loyalty and revenue growth.

- Identify opportunities to improve customer experiences and engage customers across different touch points by understanding their needs and behaviours.

- Manage customer data, build customer segments based on data, behaviour and demographics.

- Plan and execute Omni-Channel campaign strategy, tactics and delivery of communication plan - Email, SMS, Whatsapp and Notification

- Develop customer journeys that guide customers through the sales funnel and post-purchase experiences.

- Collaborate with cross-functional teams to ensure consistent messaging and experiences across all touch points.

- Measure and analyse CRM performance by tracking key metrics such as customer retention, CLV, and revenue growth, and make data-driven decisions to improve performance.

- Use data and analytics to understand user behaviour and transaction patterns.

- Formulate and execute the CRM strategy aimed at increasing traffic, retargeting, repeat purchase, reduce churn and cross-sell.

- Lead loyalty efforts by understanding and mapping user behaviour, piloting and experimenting with the construct and final rollout.

- Drive and monitor A/B tests and data-driven experiments.

- Responsible for quality assurance of all CRM campaigns.

- Lead the reporting, monitoring, and tracking for different campaigns and publish performance dashboards.

Requirements:

- 5-7 years of experience in a high-growth retail, internet or e-commerce company role to drive acquisition, retention, or engagement through different channels.

- Experience in Fashion and Apparel Industry is a plus

- Strong campaign execution on CRM channels: Email, Push notifications, Whatsapp, SMS.

- Basic knowledge of web analytics tools such as Google Analytics and Omniture.

- Exposure to any BI and data visualization tools is a strong plus.

- Strong problem-solving and analytical skills.

- Strong understanding of customer data and use segmentation, attribution techniques for intelligent targeting.

- Flexible, creative, and a self-starter who will roll up their sleeves and get the job done in a fast-paced environment.

- Has worked on Salesforce Marketing Cloud and Salesforce Data Cloud.