Customer Relationship Management Manager

Key Responsibilities:

1.Strategy Development:

* Develop and implement CRM strategies aligned with business objectives to drive customer acquisition, retention, and lifetime value.

* Collaborate with cross-functional teams to identify opportunities for enhancing the customer experience through CRM initiatives.

* Conduct market research and analysis to identify emerging trends and best practices in CRM.

2.CRM Program Management:

* Oversee the planning, execution, and optimization of CRM programs across various channels (email, SMS, mobile app, etc.).

* Define customer segmentation strategies and personalize communications to target specific customer segments effectively.

* Monitor key performance metrics (such as customer engagement, conversion rates, and retention) to evaluate the effectiveness of CRM programs and make data-driven recommendations for optimization.

3.Data Management:

* Manage customer data effectively, ensuring data accuracy, consistency, and compliance with relevant regulations (such as GDPR or CCPA).

* Implement data-driven approaches to enhance customer insights and segmentation, leveraging advanced analytics and predictive modeling techniques.

* Work closely with IT teams to ensure seamless integration and maintenance of CRM systems and databases.

4.Team Leadership and Development:

* Lead and mentor a team of CRM professionals, providing guidance, coaching, and performance feedback.

* Foster a collaborative and innovative team culture focused on continuous improvement and achieving key objectives.

* Develop talent pipelines and succession plans to support the long-term growth and success of the CRM function.

5.Stakeholder Engagement:

* Collaborate with cross-functional teams, including Marketing, Sales, Product Development, and Customer Support, to align CRM initiatives with broader business goals.

* Communicate effectively with senior leadership, providing regular updates on CRM performance, insights, and strategic recommendations.

* Build strong relationships with external partners, vendors, and agencies to support CRM program execution and innovation.