Associate CRM Systems Manager

1. JOB PURPOSEWe'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. MINIMUM QUALIFICATIONS/EDUCATION/EXPERIENCE/TRAINING/TECHNICAL SKILLS 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 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