Customer Relationship Management Lead

Job Responsibilities

• Lead and manage CRM strategies to improve customer retention, loyalty, and lifetime value.
• Develop and execute customer lifecycle programs (acquisition, engagement, retention, reactivation).
• Manage customer database, segmentation, and profiling to support targeted campaigns.
• Plan and execute CRM campaigns across channels (email, Whats App, SMS, in-app, loyalty programs).
• Collaborate with Marketing, E-commerce, and Customer Service teams to align CRM initiatives.
• Analyze customer data, behavior, and campaign performance to generate actionable insights.
• Monitor key CRM metrics such as retention rate, repeat purchase rate, churn, and CLV.
• Manage and optimize loyalty and membership programs.
• Ensure data accuracy, compliance, and best practices in customer data management.
• Lead, coach, and develop the CRM team to achieve performance targets.
• Prepare regular CRM performance reports and strategic recommendations for management.

• Bachelor’s degree in Marketing, Business, Data, or a related field.
• Minimum 2–3 years of experience in CRM, customer lifecycle, or retention marketing.
• Experience in FMCG, or E-commerce brands is preferred.
• Strong understanding of customer segmentation, data analysis, and CRM tools.
• Proven experience running multi-channel CRM campaigns.
• Data-driven mindset with strong analytical and problem-solving skills.
• Strong leadership and cross-functional communication skills.

• Mid-Senior level

• Full-time

• Customer Service

• Advertising Services