Job ID:
43801
Published date:
21-09-2026
Summary
We are looking for a CRM manager to lead the development of a customer-centric ecosystem across mobile app and digital platforms with one of our food retail clients.
CRM Strategy & Customer Lifecycle Management
- Develop and execute CRM strategies that drive app downloads, active user growth, customer retention, and lifetime value.
- Design and manage customer lifecycle journeys, including onboarding, engagement, upselling, retention, and win-back campaigns.
- Plan and implement targeted campaigns across push notifications, email, SMS, and in-app channels using CRM and marketing automation platforms.
- Monitor campaign performance, loyalty program effectiveness, and point redemption activities to optimize ROI within budget.
- Partner with Brand, Merchandising, Operations, and Digital teams to ensure campaigns align with commercial objectives and customer needs.
App Engagement & Platform Management
- Lead initiatives to improve app engagement, feature adoption, and overall user activity.
- Identify opportunities to enhance user experience, customer journeys, and conversion rates through UX/UI improvements.
- Manage CRM and app platform vendors, including system upgrades, renewals, support coordination, and issue resolution.
- Oversee the escalation and resolution of app-related technical issues, ensuring timely follow-up with internal and external stakeholders.
E-Commerce & Online Sales Operations
- Oversee online sales activities across key platforms.
- Monitor operational performance metrics such as order fulfillment, cancellation rates, customer ratings, and platform compliance.
- Work closely with relevant teams to ensure efficient order processing and seamless customer experiences.
- Identify opportunities to improve the online purchasing journey and implement solutions that drive customer satisfaction and sales performance.
Customer Experience Management
- Lead customer service operations by managing inquiries, complaints, and feedback across various customer touchpoints.
- Establish and continuously improve customer service SOPs to maintain high service standards.
- Resolve issues related to online orders, refunds, and delivery experiences effectively and professionally.
- Analyze customer pain points and recommend improvements to enhance customer satisfaction, loyalty, and advocacy.
Digital Marketing Collaboration
- Support digital marketing initiatives that contribute to CRM, loyalty, and app engagement objectives.
- Collaborate on performance marketing, remarketing, and customer reactivation campaigns.
- Ensure accurate attribution, tracking, and measurement of campaign effectiveness across all digital and CRM channels.
- Reporting & Insights
- Prepare regular reports on customer engagement, satisfaction, complaints, service levels, and platform performance.
- Analyze trends, identify root causes of recurring issues, and recommend corrective actions.
- Monitor customer service KPIs, SLA compliance, campaign performance, and loyalty metrics to drive continuous improvement.
Team Leadership & Development
- Train, mentor, and develop customer service team members on products, systems, and best practices.
- Conduct performance reviews and provide ongoing coaching to support growth and excellence.
- Foster a customer-focused, performance-driven culture within the team.
Requirements
- Bachelor's Degree in Marketing, CRM, Digital Marketing, E-Commerce, Business Analytics, or a related discipline.
- Minimum 5 years of relevant experience, including at least 2-3 years in a managerial or supervisory capacity.
- Proven track record in CRM, loyalty program management, mobile applications, digital platforms, customer experience, campaign management, e-commerce, and data analytics