Job Summary:

The CRM Manager is a strategic leader responsible for developing and executing comprehensive CRM strategies that enhance customer engagement, retention, and loyalty on a global scale. This role requires frequent international travel to attend conferences, build and nurture relationships with CXOs and other key stakeholders, and manage dynamic working relationships across diverse teams and markets.
 

Key Responsibilities:

• CRM Strategy & Global Execution:
  • Develop and implement CRM strategies that drive customer acquisition, retention, and revenue growth across international markets.
  • Oversee the day-to-day operations of the CRM system ensuring optimal performance and alignment with global business objectives.
• International Representation & Conferences:
  • Represent the organization at international conferences, industry events, and seminars.
  • Network with industry leaders, attend thought leadership sessions, and share best practices to keep the organization ahead of CRM trends.
• CXO & Stakeholder Engagement:
  • Act as the primary liaison with CXOs and senior-level stakeholders, ensuring a consistent and strategic approach to customer relationship management.
  • Build and maintain strong working relationships with key decision-makers, partners, and industry influencers.
• Campaign & Program Management:
  • Design, execute, and monitor targeted CRM campaigns using various channels such as email, SMS, and push notifications.
  • Collaborate with cross-functional teams to develop tailored customer journeys and workflows.
• Data Analysis & Reporting:
  • Analyze customer data and campaign performance metrics to derive actionable insights.
  • Generate detailed reports and dashboards to track KPIs, including engagement, conversion rates, and customer lifetime value.
• Customer Segmentation & Personalization:
  • Utilize advanced segmentation strategies to deliver personalized marketing experiences.
  • Continuously refine segmentation based on customer behavior, demographics, and market trends.
• System Management & Optimization:
  • Ensure the CRM system is integrated with other enterprise systems, maintaining data integrity and scalability.
  • Provide training and support to internal teams on CRM best practices and system usage.
• Compliance & Data Privacy:
  • Ensure all CRM activities comply with relevant data protection regulations (e.g., GDPR, CCPA).
  • Uphold customer data security and privacy standards across all operations.

Qualifications:

• Education:
  • Bachelor’s degree in Marketing, Business, Information Technology, or a related field.
  • A Master’s degree is advantageous.
• Experience:
  • 5-10 years of experience in CRM, digital marketing, or related roles, preferably in a global or multi-national environment.
  • Proven track record of managing successful CRM campaigns and projects, with experience engaging CXO-level stakeholders.
• Technical Skills:
  • Proficiency in CRM platforms (e.g., Salesforce, HubSpot, Zoho CRM) and marketing automation tools.
  • Strong analytical skills, with a deep understanding of data segmentation and performance metrics.
• Soft Skills:
  • Excellent communication, negotiation, and relationship-building skills.
  • Ability to work collaboratively in cross-functional and global teams.
  • Strong project management capabilities with a proactive and adaptable approach.
• Travel:
  • Willingness to travel internationally on a frequent basis (up to [X]% of the time).

Working Conditions:

• This is a global role with a mix of office-based and extensive travel commitments.