Associate CRM Manager

1. JOB PURPOSE

CRM Associate Manager play a key role in building customer relationship & brand loyalty across our e-commerce and physical stores. This role will be responsible for developing, implementing, and optimizing a group-wide CRM strategy, working closely with teams like marketing, e-commerce, merchandising, operations teams..etc.

This data-driven role will leverage the expertise in CRM platforms & omni-channel marketing to craft compelling customer lifecycle communications. This will directly impact MAGRABi bottom line by improving key metrics like customer lifetime value (CLTV) and retention rate.

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

Qualifications and Education:

• Bachelor’s degree in Business Administration, Marketing or any relevant field.
• Proficiency in CRM platforms (Emarsys or any similar CRM platform).
• Basic understanding of HTML.
• proficiency in Microsoft Office Suite, including Excel and PowerPoint

Experience:

• 7 to 10 years of experience in relevant field.
• Experience in CRM, Campaign Management. (E-Commerce, Retail or Service based industry “Airlines, banks...etc.).

1. JOB RESPONSIBILITIES

• 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.
• 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.
• Manage and oversee the internal, external resources and assets needed for the execution of campaigns & automation activities (i.e. data, content, logistics etc )
• Ensure 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.
• Manage regular CRM workshops & trainings with stores team to bridge the gap between stores & office.
• Lead and mentor team members, ensuring their growth and meeting their objectives effectively.