Crm Manager

Role & responsibilities

• Ideate and roll out the Blackberrys Brand Track to continuously measure brand health and customer sentiment.
• Work closely with cross-functional stakeholders (Marketing, CRM, Retail, Ecom) to define objectives, inputs and success metrics for each Brand Track wave.
• Ensure on-time execution, market monitoring and action listing, translating insights into clear, prioritized initiatives.
• Own the NPS / CSAT / Mystery Audit program end-to-end and drive org-level actions to lift experience scores and retention.
• Lead CRM and campaign management by translating insights into targeted journeys and trigger-based campaigns across online and offline channels.
• Partner with CRM agency and internal teams to plan, execute and optimize campaigns aimed at driving repeat, frequency, cross-sell and reactivation.
• Build and track projections for key CRM metrics (reach, conversions, repeat, revenue impact) and refine campaigns basis performance.
• Manage partners and agencies for insights, analytics, CRM and research initiatives across customers and markets.
• Consolidate mandates to leverage economies of scale, optimize costs and ensure deliverables remain at or above market benchmarks.
• Collaborate with ecommerce, offline sales and CRM teams to turn research and CRM insights into store-level and campaign-level interventions.
• Own reporting, analysis and budget tracking for all research and CRM initiatives, ensuring timely updates to key stakeholders.
• Deeply connect with customers and front-line teams through regular store visits and direct conversations.
• Conduct quick interviews and mini-studies for specific stores/markets to decode problems and test hypotheses.
• Facilitate interactions with key customers across formats to close the loop on feedback, queries and recommendations, feeding back into CRM and brand initiatives.

Preferred candidate profile

• Statistical Models and Research techniques
• High problem-solving ability
• Analytical thinking
• Planning and organizing
• Influencing skills
• Communication & presentation skill
• Technical skills advanced Excel, SQL, Python (not mandatory), data tools, advanced presentation skills, excellent communication & language skills, agency management