Manager - Customer Relationship & Management

Description:

Job Category: CRM Manager.

Job Type: Full Time.

Years of Experience: 7-15yrs.

About The Role:

We are seeking a CRM Manager to lead customer relationship management initiatives for our luxury brand. The ideal candidate will be responsible for designing, implementing, and optimizing customer programs that build long-term loyalty, enhance customer engagement, and drive business growth through data-driven insights, up-selling, and cross-selling strategies. The CRM Manager will play a critical role in delivering a seamless luxury customer experience across touchpoints, ensuring personalized engagement with both new and existing clients.

Key Responsibilities:

- Develop and execute CRM strategies aligned with the brands luxury positioning.

- Design and implement customer loyalty programs, engagement initiatives, and retention campaigns.

Customer Engagement & Outreach:

- Manage customer outreach for both existing and potential high-value clients.

- Tailor experiences and communications to enhance customer satisfaction and brand affinity.

Data Analytics & Insights:

- Leverage data mining, segmentation, and predictive analytics to understand customer behavior.

- Provide insights for up-selling and cross-selling opportunities.

Program & Campaign Management:

- Drive targeted marketing campaigns, ensuring measurable impact on customer engagement.

- Monitor and report CRM performance metrics, customer lifecycle value, and ROI.

Collaboration & Leadership:

- Work closely with marketing, retail, and digital teams to integrate CRM strategies across channels.

- Manage CRM tools and platforms to ensure efficient operations and customer data integrity.

Key Requirements:

- Proven track record in hospitality, luxury, or customer-centric industries.

- Strong understanding of CRM systems, analytics, customer lifecycle management, and loyalty programs.

- Excellent communication and interpersonal skills to engage with high-net-worth customers.

- Ability to design personalized customer journeys that align with luxury brand standards.

Why Join Us?:

- Be part of a leading luxury brand shaping world-class customer experiences.

- Opportunity to lead strategic CRM initiatives with direct impact on brand loyalty and growth.