Job Description

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