Job Summary:The CRM Manager will be responsible for developing, executing, measuring & optimizing the customer lifecycle management strategies to enhance customer retention, frequency & satisfaction. The individual will play a crucial role in leveraging customer data and insights to design personalized direct marketing campaigns and initiatives that drive customer engagement and maximize revenue opportunities.Key responsibilities:Develop and implement CRM strategies and initiatives to enhance customer retention, frequency and value.Design and execute personalized marketing campaigns and communications across various channels (email, SMS, WhatsApp, social media etc.), define objectives based on insights and learnings.Manage the CRM system, implement segmentation strategies, and create targeted marketing campaigns based on customer data to deliver relevant and timely offers, promotions and incentives to customers.Implement A/B testing of various content and creative deliverables to create optimization and enhancement opportunities.Collaborate with marketing and digital team & country managers to plan weekly/ monthly/ quarterly/ annual CRM communication calendar.Perform extensive ongoing campaign analysis to find growth opportunities.Measure and report performance of all CRM campaigns and assess against goals.Collect, analyse, and interpret data from various marketing channels for data-driven optimization.Present data insights through visualization, reporting, and presentations to the marketing team and senior management.Collaborate with multiple vendors to ensure all system integrations related to CRM are working seamlessly.Requirements:Bachelor’s degree in marketing, business administration or related field3+ years’ of experience in CRM management in retail/ ecommerce/ food-tech/ marketing/ loyalty industries with a proven track record of delivering resultsKnowledge of using CRM platforms like MoEngage/ WebEngage/ Clevertap or similar platforms.Strong project management skills with the ability to manage multiple projects simultaneously while adhering to timelinesKnowledge of standard methodologies & current trends in direct marketing communication and CRM strategy for retail, digital commerce, or mobile apps preferredUnderstands key metrics, such as ROAS, ROI, LTV, and retention & frequency, as well as how different metrics affect one another.Technical skills, including Excel, data mining (basic SQL), and data visualization (PowerBI, Tableau, or Google Data Studio) is highly preferredAbility to use analytics to understand digital consumer behaviours and find opportunities to accelerate growthExperience in hiring and mentoring junior analystsStrong communication skill