Assistant CRM Manager

The Assistant Customer Relationship Management Manager will play a key role in realising the organisation’s CRM strategy. The individual is responsible for implementing programs and processes designed to enhance customer engagement and deliver an overall positive customer experience.

Job Responsibilities

• Oversee customer lifecycle engagement, customer journey mapping and CRM campaigns, championing a customer-centric approach.
• Develop and implement CRM initiatives that grow customer engagement and retention, in line with business objectives and overall CRM strategy.
• Analyse customer data, behaviour and market trends to identify actionable insights that shape CRM initiatives.
• Build audience segments, implement targeted marketing communications and deliver curated content to improve conversion rates.
• Manage high impact projects end-to-end, ensuring timely and successful implementation.
• Continuously track key performance metrics of customer database and measure the impact of CRM initiatives, to evaluate effectiveness as well as for reporting to key stakeholders.
• Collaborate with internal stakeholders across Marketing, Ecommerce, Retail, Business Intelligence, IT and Customer Service; and external stakeholders. Manage vendor relationships effectively.
• Oversee and coordinate development projects as end user for CRM systems such as Marketing Automation Tools, Customer Data Platforms, Customer Analysis Tools and Data Warehousing Tools.
• Be the team’s point of contact towards CRM system requests. Evaluate if ideas are feasible and provide guidance and solutions where required in collaboration with IT and vendors.
• Identify and capitalize on opportunities to scale the CRM program.

Job Requirements

• Bachelor's degree in marketing, business, or a related field.
• 4-5 years of relevant experience in CRM marketing or management in a fast-paced and dynamic environment.
• Proven experience and knowledge in CRM segmentation, campaign management, direct marketing, offer management and email marketing.
• Familiarity with CRM tools; experience with Salesforce CRM / Braze is a plus. Knowledge of HTML coding and eDM content creation is an added advantage.
• Strong critical thinking and analytical abilities with the capacity to work effectively under pressure with minimal supervision.
• Strong business acumen with demonstrated ability to drive sales growth through effective CRM data management, channel utilization, and platform optimization.
• Up-to-date knowledge of consumer and marketing trends.
• Excellent organisational and time management skills. Ability to manage multiple priorities.
• Expertise in IT Project cycles and Project Management Methodologies such as Agile.
• Collaborative team player, great interpersonal skills with positive learning attitude.
• Keen sense of fashion and a passion for the fashion industry.