Sr CRM Manager

The CRM (Customer Relationship Management) team is responsible for implementing strategies designed to enhance customer engagement, improve retention, and drive revenue growth. This includes managing the customer lifecycle from prospecting to onboarding, engagement, renewal, and beyond. The team collaborates with cross-functional departments to ensure campaigns and initiatives align with organizational goals and deliver a superior customer experience.

Responsibilities by Key Areas:

Campaign Execution & Implementation

• Collaborate with Campaign Managers to execute multi-channel CRM campaigns (email, SMS, app notifications, etc.) to enhance customer engagement.
• Build and manage audience segmentation and personalization strategies to deliver targeted communications.
• Monitor and optimize campaign performance based on key metrics such as open rates, click-through rates, and conversions.

Customer Lifecycle Management

• Lead CRM initiatives that span the entire customer journey, including acquisition, onboarding, engagement, retention, and renewal, to ensure a seamless and personalized experience at every stage.
• Collaborate with acquisition marketing teams to integrate new leads into CRM workflows and execute nurture campaigns that convert prospects into loyal customers.
• Implement onboarding strategies and communications that educate and engage new customers, enhancing early-stage satisfaction and long-term retention.
• Drive engagement through targeted campaigns such as newsletters, surveys, and exclusive offers, while supporting loyalty programs and retention efforts to reduce churn and maximize lifetime value.
• Analyze customer behavior and lifecycle data to identify opportunities for improvement and tailor messaging and touchpoints accordingly.

Data Management & Analysis

• Leverage CRM tools and platforms to collect and analyze customer data for campaign execution.
• Collaborate with data engineering teams to ensure seamless integration and availability of required data.
• Use insights from analytics to inform campaign optimization.

Email Deliverability & Compliance

• Ensure all email campaigns adhere to deliverability best practices and regulatory requirements (e.g., GDPR, CAN-SPAM).
• Monitor sender reputation, authentication protocols (SPF, DKIM, DMARC), and email performance.
• Implement strategies to maintain high email deliverability rates, such as list hygiene and segmentation.

Cross-Functional Collaboration

• Work closely with marketing, product, and customer success teams to execute CRM activities aligned with broader business objectives.
• Support additional initiatives such as social media retargeting, direct mail, and digital advertising.
• Act as a liaison between technical teams and stakeholders to ensure smooth implementation of CRM projects.

Researching Data Issues & Ad Hoc Requests

• Investigate and resolve data discrepancies affecting campaign performance or reporting.
• Address ad hoc requests from stakeholders, such as pulling custom reports, creating specific audience segments, or troubleshooting technical issues.
• Collaborate with IT and data teams to ensure accurate and reliable data flows within CRM systems.

Continuous Improvement

• Stay informed about industry trends and emerging CRM technologies to support innovative and effective implementation.
• Regularly review and refine CRM processes, tools, and methodologies to improve efficiency and results.
• Provide training and knowledge-sharing sessions for team members to maintain high levels of expertise.

Qualifications

Skills & Competencies

• Proficiency in CRM platforms and tools (e.g., marketing automation, data visualization tools).
• Strong analytical and problem-solving skills to interpret data and optimize campaigns.
• Excellent communication and project management skills to collaborate across teams and deliver projects on time.
• In-depth understanding of customer lifecycle management and best practices in CRM marketing.
• Proficiency in HTML for formatting and editing email templates.
• Ability to use SQL for querying and analyzing customer data.