Full Time

CRM Program Manager

Posted 4 days ago

Job Description

Our client is looking for a CRM program manager who will be responsible for championing and executing the CRM vision across the Retail Omni and Offline brands & supporting cross functional teams. You will be responsible for managing the CRM deployment team ensuring CRM deployments are executed with the best communication experience resulting in increasing traffic and sales.

Key Responsibilities:

  • Be the voice of CRM communication and customer loyalty best practices across marketing, trade and content teams.
  • Identify and recommend opportunities for A/B testing, segmented hyper-personalized communications with content variations for omni-channel CRM communications in English and Arabic.
  • Oversee, optimize and develop internal processes and tools across the CRM group to improve internal team workflow as well as workflow with other teams.
  • Pro-actively facilitate the ongoing production of CRM campaigns, ensuring various teams are providing needed briefs and assets for a 90% on-time deployment of CRM communications.
  • Identify and execute customer lifecycle communication opportunities for triggered automated communications deployment
  • Integrate CRM program vision key milestones with tech and data upgrades, identifying revenue driving low hanging fruits and customer retention/customer win back initiatives with a view to increase CLTV.
  • Direct teams and individuals toward project schedules and identify risks and risk mitigation while ultimately delivering a superior customer communication experience

Skills Required:

  • 3 to 5 years’ experience in CRM communications with CRM Communications bulk and triggered communications execution and process development experience for SMS, email, Push notifications and in-app messaging.
  • Experience with E-commerce CRM is a plus, retail fashion e-commerce experiences a bonus.
  • Bachelor’s degree in business or related field
  • Strong communication skills, high attention to detail and a passion for organization of process and/or CRM communications is a requirement.
  • Team player, adept at building relationships across organizations.
  • Excellent written and oral communication and interpersonal skills with a diverse employee pool
  • Proficiency with MS Office suite and G Suite.
  • Knowledge and expertise of Process coordination toolsets like MS Teams, Slack, Clickup, Google form, etc. required. 
  • Proficiency in CRM solutions such as Exact Target, Salesforce Marketing Cloud or other marketing automation software a strong plus.
  • Amp scripting and hyper personalized email communication build experience a bonus.