CRM Manager
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Role Overview
An organisation is seeking a CRM Manager to lead customer lifecycle management initiatives, delivering personalised, data-driven campaigns that maximise engagement, retention, and lifetime value. This role is responsible for developing and executing CRM strategies across email, push, SMS, and in-app channels, ensuring every customer interaction strengthens loyalty and commercial performance. This opportunity suits a professional who combines creative thinking with strong analytical capability to design high-performing customer journeys.
Key Responsibilities
- Develop and manage CRM strategy across email, push notifications, SMS, and in-app channels.
- Design and execute personalised lifecycle journeys to improve engagement, retention, and customer lifetime value.
- Segment audiences using behavioural, transactional, and demographic data to deliver targeted communications.
- Collaborate with analytics and product teams to monitor lifecycle KPIs, including churn, reactivation, and retention.
- Lead A/B testing initiatives to optimise messaging, creative, timing, and performance outcomes.
- Partner with design and content teams to ensure campaigns are aligned with brand guidelines and commercial objectives.
- Report on CRM performance, providing actionable insights and recommendations to senior stakeholders.
Skills & Qualifications
- 7-10 years' experience in CRM, lifecycle marketing, or retention marketing, ideally within consumer-focused sectors (e.g., B2C, digital platforms, e-commerce, gaming, or retail technology).
- Hands-on experience with leading CRM and marketing automation platforms (e.g., Salesforce Marketing Cloud, Braze, MoEngage, Klaviyo, HubSpot, or similar tools).
- Strong analytical skills with the ability to translate data into actionable insights.
- Demonstrated success in improving engagement and retention through CRM-driven initiatives.
- Solid understanding of customer segmentation, personalisation strategies, and marketing automation frameworks.
- Strong project management skills with experience working cross-functionally.
- Excellent written communication skills with the ability to craft compelling customer messaging.
- Bachelor's or Master's degree in Marketing, Business, or a related discipline.
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