Manager - CRM

Role & responsibilities

• Responsible for the implementation and maintenance of CRM system and ensuring the proper use of system by all teams across organization.
• Ensuring the accuracy and quality of customer data in database, set objectives on quantitative and qualitative data collection across all channels.
• Creation of CRM campaigns and customer segmentation in-line with overall brand strategy, and planned occasions such as EOSS, Festive, and New Season launch, etc.
• Track performance of campaigns, loyalty program, offers, KPIs achieved and communicate the response and learning to internal stakeholders including marketing, retail and sales teams, e-com and merchandising.
• Working closely with store sales teams to inform on offers and CRM initiatives and also capture feedback both store and customer feedback to optimize and improve performance
• Working closely with E-Com team for a unified approach and seamless Omni channel customer experience where applicable to maintain a consistent brand voice across CRM campaigns
• Drive, coordinate and partner with the Call Center to push phone sales and optimize level of service to the end customers.
• Work with the multiple internal and external stakeholder to ensure the calendar is aligned with business revenue targets

• MUST HAVE SALESFORCE EXPERIENCE