Associate CRM Systems Manager

1. 1.     JOB PURPOSE

   
   

   We're seeking a CRM Associate Manager to join our dynamic team and play a key role in building customer relationship & brand loyalty across our e-commerce and physical stores. You'll be responsible for developing, implementing, and optimizing a group-wide CRM strategy, working closely with teams like marketing, e-commerce, merchandising, operations teams..etc.

   
   

   In this data-driven role, you'll leverage your expertise in CRM platforms & omni-channel marketing to craft compelling customer lifecycle communications. This will directly impact our bottom line by improving key metrics like customer lifetime value (CLTV) and retention rate.

   
   

   2.        MINIMUM QUALIFICATIONS/EDUCATION/EXPERIENCE/TRAINING/TECHNICAL SKILLS

   
   

2. Qualifications & Education:

   
   

• Bachelor’s degree in business or equivalent

  
  

Experience:

• CRM, Consumer Marketing, Campaign Management. (Luxury goods, E-Commerce, Retail or Service based industry “Airlines, banks...etc.)
• 7-10 years of relevant experience

Technical Skills:

• Communication skills, Organizational skills and Analytical skills are essential in addition to having great ability with Microsoft Office Programs (excel, power point...etc.)
• Advanced understanding on how to work with CRM platforms (Emarsys, SFMC, MoEngage or any similar CRM platform)
• Basic understanding of HTML

3.        JOB RESPONSABILITIES

• Develop, implement & optimize CRM data driven marketing campaigns strategy (Acquisition, retention and reactivation) through different channels (SMS, Whatsapp, Emails, Web Notifications..) to target different customers segments.
• Prepare, update & optimize the campaigns calendar in alignment with Creative, merchandising & operations teams
• Setup and manage marketing automated customer journeys across all product categories
• Being proactive to identify new CRM omnichannel opportunities to boost CRM KPIs like retention rate, frequency, repeat and lapsed customers reactivation
• Track and optimize all campaigns & marketing automation activities to maximize ROI
• Managing the internal, external resources and assets needed for the execution of campaigns & automation activities (i.e. data, content, logistics etc )
• Ensuring cross-functional cooperation and alignment with all stakeholders involved in the execution of CRM activities (Ex: Creative, E-commerce, Performance, Merchandising, B2B, Operations & Customer Service)
• Prepare, own and manage the CRM budget
• Prepare weekly CRM country dashboard and recurrent reports
• Implement and monitor customer data gathering activities and initiatives in stores & E-commerce to ensure data hygiene
• Handle regular CRM workshops & trainings with stores team to bridge the gap between stores & office