CRM Manager - IT/KPO/Online

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