Assistant Manager CRM

Job Description

JOB SUMMARY:

The ideal candidate brings a combination of technical proficiency, data-driven decision-making, and customer-centric thinking to design and optimize customer journeys, campaigns, and CRM infrastructure.

RESPONSIBILITIES:

1. CRM Strategy & Implementation

• Develop and execute comprehensive CRM strategies aimed at increasing engagement, loyalty, and retention.
• Manage CRM platforms to ensure alignment with business goals and optimal customer experience.
• Collaborate with operations, category, and customer service teams to integrate CRM initiatives seamlessly into business processes.

1. Customer Segmentation & Targeting

• Analyze customer data to segment audiences based on behavior, lifecycle, and demographics.
• Create targeted campaigns for different segments to meet specific needs and optimize ROI.
• Personalize messaging and timing to increase engagement and relevance.

1. Data Analysis & Reporting

• Leverage CRM and analytics tools to monitor customer behavior, campaign performance, and key metrics (e.g., CLTV, churn, repeat rate).
• Provide actionable insights and regular reports to leadership on CRM effectiveness and business impact.
• Identify trends and improvement opportunities using data-led decision-making.

1. Campaign Management

• Plan and execute multichannel campaigns (Email, SMS, WhatsApp, Push, etc.).
• Coordinate with marketing teams to ensure alignment with brand and business objectives.
• Use A/B testing and iterative techniques to optimize campaigns and improve KPIs.

1. Customer Journey Mapping

• Define and optimize end-to-end customer journeys across digital and physical channels.
• Implement automation and personalization strategies at key lifecycle stages.
• Improve onboarding, engagement, and retention through strategic touchpoints.

1. CRM Tool Management

• Oversee the selection, deployment, and management of CRM systems.
• Ensure system integration with marketing automation, sales, and support platforms.
• Provide training and technical support for internal stakeholders using CRM tools.

1. Cross-Functional Collaboration

• Partner with sales, marketing, product, and customer service teams to deliver unified customer experiences.
• Translate customer insights into actionable strategies across departments.
• Champion a customer-first culture in all external and internal interactions.

1. Paid Media & Advertising

• Plan and manage performance marketing campaigns on platforms like Google Ads, Meta Ads, and programmatic networks.
• Monitor campaign budgets, bid strategies, and paid media performance.

1. Data-Driven Optimization

• Track and analyze performance metrics using tools like Google Analytics, CRM dashboards, and campaign trackers.
• Optimize strategies using real-time insights and generate detailed campaign reports with recommendations.

QUALIFICATION:

• Bachelors degree in marketing, Business Administration, or a related field.

EXPERIENCE:

• 5 - 6 years of hands-on experience in CRM or related digital marketing roles.
• Proven expertise with CRM platforms such as Salesforce, HubSpot, Xeno, Capillary, Solus, Emarsys, or Microsoft Dynamics.
• Experience with marketing automation tools like Clevertap, MoEngage, etc.
• Strong analytical mindset with the ability to convert data into actionable strategies.
• Excellent project management, organizational, and communication skills.
• Proficiency in segmentation, email marketing, and CRM campaign execution.
• Deep understanding of customer retention strategies and best practices.

DESIRED PROFILE:

• Experienced in customer journey mapping and lifecycle campaign automation, with a strong customer-centric mindset, deep understanding of data privacy laws (e.g., GDPR, UAE), and the ability to lead cross-functional projects while staying ahead of evolving CRM technologies and best practices.