CRM Campaign Manager

Key Responsibilities 1. CRM Campaign Planning Develop and execute CRM campaign plans aligned with business objectives, marketing strategies, and commercial priorities. Translate business objectives into targeted CRM campaigns for different customer segments and customer lifecycle stages. Develop campaign concepts, mechanics, offers, communication messages, and customer journeys. Manage CRM campaign calendars and ensure timely campaign execution. Coordinate with relevant stakeholders to ensure campaign readiness and smooth execution. 2. Customer Segmentation & Targeting Define target customer groups based on customer profiles, purchase behavior, transaction history, engagement, and lifecycle stage. Develop targeted campaigns for different customer segments, including new customers, active customers, high-value customers, dormant customers, and potential customers. Collaborate with CRM/Data teams to identify customer insights and opportunities for campaign activation. Ensure the right offer, message, and communication channel are delivered to the right customer at the right time. 3. Campaign Execution & Customer Communication Execute CRM campaigns across multiple channels such as LINE, SMS, Email, Mobile Application, Website, and other digital platforms . Manage campaign setup, customer targeting, content coordination, scheduling, testing, and deployment. Coordinate with Creative, Content, Digital, E-Commerce, and Marketing teams to develop campaign materials. Ensure campaign communications are accurate, consistent, and aligned with brand guidelines. Monitor campaign execution and promptly resolve issues that may impact campaign performance. 4. Personalization & Customer Journey Develop personalized CRM campaigns based on customer behavior, preferences, purchase history, and interests. Support the development of automated customer journeys and triggered campaigns. Develop lifecycle campaigns such as: New Customer Welcome First Purchase Activation Repeat Purchase Cross-sell & Up-sell Win-back / Reactivation Customer Retention Loyalty & Reward Identify opportunities to improve customer experience and engagement throughout the customer journey. 5. Campaign Performance & Optimization Monitor and analyze campaign performance against defined KPIs. Track key metrics such as Open Rate, Click-through Rate, Engagement Rate, Conversion Rate, Revenue, Average Order Value, Repeat Purchase Rate, and Campaign ROI . Conduct A/B testing on campaign content, offers, timing, communication channels, and customer segments. Identify campaign performance gaps and recommend actionable improvements. Continuously optimize campaign strategies to improve conversion, customer engagement, and incremental revenue. 6. Campaign Reporting & Insights Prepare regular CRM campaign performance reports and dashboards. Analyze campaign results and identify customer behavior and business insights. Provide recommendations for future campaigns based on campaign performance and customer response. Track campaign effectiveness and contribution to business and customer growth. 7. Cross-functional Collaboration Work closely with Marketing, E-Commerce, Merchandising, Sales, Data/Analytics, IT, and Store Operations teams. Coordinate with internal and external partners, including CRM platforms, agencies, and technology providers. Support the development and implementation of CRM initiatives and customer engagement projects. Qualifications Bachelor’s degree or higher in Marketing, Business Administration, Digital Marketing, Communications, Data Analytics , or a related field. 5-10 years of experience in CRM, Campaign Management, Digital Marketing, Customer Marketing, Loyalty, E-Commerce, or related fields. Experience in Retail, E-Commerce, FMCG, Banking, Telecommunications, or other customer-focused businesses is preferred. Strong understanding of CRM campaign planning, customer segmentation, targeting, and customer lifecycle management. Experience working with CRM platforms, marketing automation tools, CDP, or customer databases is an advantage. Strong analytical skills with the ability to interpret campaign data and turn insights into actionable recommendations. Proficiency in Microsoft Excel and PowerPoint ; knowledge of Power BI, SQL, or other analytics tools is an advantage. Strong project coordination and stakeholder management skills. Good understanding of digital marketing channels and omnichannel customer journeys. Detail-oriented, proactive, result-driven, and customer-centric.