CRM Manager

About the role:

The CRM Manager is a strategic leader responsible for designing and executing data-driven marketing strategies across the entire customer lifecycle. This role bridges the gap between high-level business objectives and operational excellence, overseeing marketing budgets, distribution channel strategies, and the robust maintenance of the customer database to drive sustainable growth.

Responsibilities:

1. Build and implement a CRM strategy based on customer data and analytics to increase customer engagement and loyalty. Develop customer loyalty programs and customer engagement activities.
2. Manage customer database, ensure accuracy and compliance with information security laws.
3. Build and maintain customer relationships. Update and improve processes related to customer service and after-sales support. Resolve customer service related issues.
4. Participate in building Marketing strategies. Deploy and report periodically after each Marketing activity of each sales channel. Ensure Marketing activities are monitored, controlled and reported on time.
5. Develop sales incentive policies to boost sales. Support sales team to achieve overall Company goals.
6. Develop and manage marketing campaigns via email, social networks and other communication channels to maximize customer interaction. Work closely with the marketing team to ensure that messages and campaigns are accurately targeted according to customer data.
7. Evaluate the effectiveness of CRM strategies and programs through tracking KPIs and ROI. Implement periodic reports on CRM effectiveness and provide insights to the Board of Directors.
8. Build and operate SOP, Callcenter and improve staff skills. Measure customer metrics and analyze business performance. Deep understanding of customers...to improve service quality.
9. Propose and deploy software, update new technologies applied in Customer Service work.
10. Manage and monitor CRM team activities, including goal setting, performance assessment and skills development. Coordinate with other departments such as Sales, IT and Data Analysis to ensure information synchronization and operational efficiency.
11. Other tasks as assigned by the Board of Directors.

Job requirements:

• Bachelor’s degree in business, marketing, or a related field.
• Minimum of 5 years of CRM experience. Especially the F&B and Retail industries.
• Priority candidates with backgrounds in the luxury brands industry.
• Fluent in spoken & written English.
• Outstanding communication skills to provide direction and feedback for the creative and analytical components of the marketing department.
• Thorough understanding of market developments, marketing strategies, and practices.
• Excellent interpersonal and customer service skills.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Have excellent presentation, written, and verbal communication skills, with an eye for quality and attention to detail.
• Effective time management skills and the ability to multitask.