CRM Manager

1. SUMMARY OF JOB PURPOSE We are seeking a highly skilled and experienced CRM Team Lead to drive our customer relationship strategy across both online and offline channels. The ideal candidate will have strong expertise in membership program management, customer data analysis, and campaign planning, as well as a proven track record in delivering measurable business impact through CRM initiatives.2. ACCOUNTABILITY / ESSENTIAL DUTIES AND RESPONSIBILITIESLead the CRM team to design and execute customer engagement strategies for both online and offline channels.Manage and enhance membership programs to drive customer loyalty and retention.Conduct in-depth customer analysis to identify behavioral trends, reasons for sales performance, and develop actionable insights.Plan and execute customer events and targeted campaigns based on data-driven insights.Develop CRM business plans aligned with overall company strategy.Collaborate with cross-functional teams (marketing, e-commerce, retail, etc.) to ensure seamless customer experiences.Prepare and present performance reports and action plans using advanced analytics tools.3. REQUIREMENTSMinimum 7 years of proven experience in CRM, preferably in the retail, sports, or consumer goods industry.Strong command of both online and offline CRM operations.Excellent English communication skills (written and verbal).Solid experience in membership program management, customer segmentation, and campaign planning.Proficiency in customer analytics and reporting.Hands-on experience with Salesforce Marketing Cloud (SFMC) and Tableau is highly preferred.Strong leadership and project management skills, with the ability to work cross-functionally.Experience in designing loyalty programs and leading CRM-related business plans is preferred.An analytical mindset with the ability to turn data into actionable insights is preferred.A creative problem solver with a customer-first mindset is preferred.