Customer Relationship Management Lead

Key Responsibilities

1. Lead and manage CRM strategies to improve customer retention, loyalty, and lifetime value.
2. Develop and execute customer lifecycle programs (acquisition, engagement, retention, reactivation).
3. Manage customer database, segmentation, and profiling to support targeted campaigns.
4. Plan and execute CRM campaigns across channels (email, WhatsApp, SMS, in-app, loyalty programs).
5. Collaborate with Marketing, E-commerce, and Customer Service teams to align CRM initiatives.
6. Analyze customer data, behavior, and campaign performance to generate actionable insights.
7. Monitor key CRM metrics such as retention rate, repeat purchase rate, churn, and CLV.
8. Manage and optimize loyalty and membership programs.
9. Ensure data accuracy, compliance, and best practices in customer data management.
10. Lead, coach, and develop the CRM team to achieve performance targets.
11. Prepare regular CRM performance reports and strategic recommendations for management.

Qualifications

• Bachelor's degree in Marketing, Business, Data, or a related field.
• Minimum 23 years of experience in CRM, customer lifecycle, or retention marketing.
• Experience in FMCG, or E-commerce brands is preferred.
• Strong understanding of customer segmentation, data analysis, and CRM tools.
• Proven experience running multi-channel CRM campaigns.
• Data-driven mindset with strong analytical and problem-solving skills.
• Strong leadership and cross-functional communication skills.