CRM Manager – Customer Engagement & Retention

About the role

We are seeking a strategic, data‑driven CRM Manager to lead our customer relationship initiatives. You will shape engagement, retention and lifetime value through personalized, data‑informed communication across multiple channels.

Key responsibilities

• Plan, execute and optimise CRM campaigns via email, SMS, push notifications and other channels.
• Develop segmentation, targeting and lifecycle strategies to boost activation and re‑engagement.
• Analyse customer behaviour, engagement, retention, conversion and revenue metrics.
• Collaborate with Marketing, Product, Sales and Data teams to refine customer journeys.
• Oversee campaign planning, testing, execution and performance reporting.
• Identify opportunities to improve customer activation, retention and re‑engagement.

Required profile

• Bachelor’s degree or higher in Marketing, Business, Communications, Data Analytics or a related field.
• Strong understanding of CRM, lifecycle management, segmentation, retention and engagement strategies.
• Excellent analytical and problem‑solving abilities with a commercial mindset.
• Proficiency in Excel, data analysis and performance reporting; SQL or BI tools knowledge is a plus.
• Effective communication, project management and cross‑functional collaboration skills.
• Highly organised, detail‑oriented and results‑focused with a customer‑centric, data‑driven approach.

Required skills

• CRM platforms
• Marketing automation tools
• Customer databases
• Analytics systems
• Excel
• SQL
• BI tools