Job Description:
A leading retail organisation is seeking a Customer Relationship Management (CRM) Manager to lead the development and execution of customer retention strategies.
* Lead and develop CRM strategies to boost customer retention, purchase frequency, and value.
* Analyse customer data, provide performance insights, and implement improvements.
* Optimise email and automation flows, develop targeted campaigns, and manage creative briefs.
* Manage third-party CRM platforms, ensuring tools align with customer experience goals.
* Oversee A/B testing, monitor customer feedback (e.g. NPS), and refine strategies based on insights.
* Support strategic planning and budget management in collaboration with leadership.
The Ideal Candidate:
* Data-driven CRM professional with 3+ years of experience, including loyalty program and retention strategy development.
* Proven ability to translate data into actionable customer insights for business growth.
* Expertise with email marketing platforms, on-site personalization, SMS, and direct mail.
* Experience in loyalty programs or strategies to increase member engagement is desirable.
* Strong analytical and Excel skills, with attention to detail and a process-oriented mindset.
* Confidence in collaborating across teams, managing multiple projects, and leading initiatives.
* Solid understanding of customer behaviour and value drivers in retention models.