Job Description: CRM Manager

POSITION SUMMARY

In the role of CRM Manager, the Incumbent will be responsible for overall CRM management activities and the associated relationships with the CRM provider and other external vendors. The CRM Manager will co-ordinate with the larger marketing group to deliver effective campaigns through the CRM and own the planning, management, execution and measurement of all retention marketing campaigns for our brands. The incumbent should be passionate about email marketing and marketing campaigns. The role may have some people management responsibilities.

CRITICAL BUSINESS ACTIVITIES

Roles and Responsibilities:
 Manage relationship with CRM provider and external partners for email template/content creation
 Own and manage all CRM activities
 Planning, management, execution and measurement of all retention marketing campaigns for our brands
 Produce reports from the CRM to individual campaigns and analyze campaign performance regularly to decide on next steps
 Contribute to strategy and planning of customer management and retention activities and define the quarterly/annual CRM strategy
 Manage the CRM budget/expenses/usage
 Partner with the larger Marketing Team to roll out email, sms and push notification based marketing activities
 Produce and manage the monthly/quarterly and annual campaign calendar
 Act as ‘traffic-control’ to what communication is sent to customers and when it should be sent
 Constantly develop, manage and optimise A/B testing plan for retention marketing
 Actively look out for tools and services that can add value to the Customer Management business

SKILLS AND EXPERIENCE

 5+ years of overall experience in relevant domain/function
 3+ years of experience dealing with CRM packages. Knowledge/experience with Salesforce Marketing Cloud/Exact Target would be a big plus
 Prior experience in Digital Marketing or Customer Loyalty
 Strong problem-solving skills and ability to deliver in a fast-moving agile company culture
 Self-starter – Someone who does not require much handholding to get started
 The candidate should be comfortable with data, numbers and metrics and should be results oriented.
 The candidate should understand the technical aspects of CRM implementation to a good extent to be able to liaise with the software staff and get CRM features implemented.
 Good communication and presentation skills. Ability to talk and present to high management
 MBA degree in marketing / business management will be a plus


PREFERENCE

 Knowledge/experience with Salesforce Marketing Cloud/Exact Target would be a big plus
 Prior experience in an ecommerce or online B2C business is a big plus