CRM Campaign Manager - Tops

Location : Central Chaengwattana Tower (Onsite) Job Summary & Purpose: CRM Campaign Manager is responsible for developing, executing, and optimizing customer relationship management (CRM) strategies and campaigns to drive customer engagement, retention, and sales growth. This role manages end-to-end CRM campaigns, ensuring personalized and targeted communication across multiple channels (SMS, app, LINE, email, POS, etc.), while collaborating with cross-functional teams and suppliers to deliver business objectives. Principal Accountabilities: 1. CRM Strategy & Planning Develop and implement CRM campaign strategies to increase customer loyalty, frequency, and spend. Define customer segmentation, targeting, and personalization approaches using customer data and insights. Work with merchandising and suppliers to co-create funded campaigns and promotions. 2. Campaign Management Plan, execute, and monitor CRM campaigns across all customer touchpoints (app, email, SMS, LINE, POS notifications, etc.). Coordinate campaign calendar and align with seasonal events, product launches, and supplier promotions. Ensure campaigns are delivered on time, within budget, and meet defined objectives. 3. Data & Insights Analyze customer behavior, purchase history, and loyalty program performance to optimize campaigns. Develop campaign reports with KPIs (e.g., sales uplift, ROI, redemption rate, engagement). Recommend improvements based on performance data and A/B testing results. 4. Loyalty Program Management Enhance loyalty program effectiveness through relevant offers, gamification, and rewards. Drive customer engagement by introducing innovative campaigns that create excitement and fun experiences. Ensure program aligns with overall retail strategy and enhances customer lifetime value. 5. Stakeholder & Supplier Management Partner with merchandising and category teams to align CRM offers with business priorities. Pitch and negotiate with suppliers for sponsorships, funding, and co-branded campaigns. Work closely with IT, data, and operations teams to ensure seamless campaign execution. 6. Compliance & Customer Experience Ensure all CRM campaigns comply with data privacy regulations and company policies. Maintain consistent brand voice and customer experience across communication channels. Qualifications & Skills: Bachelor’s degree in Marketing, Business, or related field (Master’s preferred). 5+ years of experience in CRM, loyalty, or retail marketing (convenience store or FMCG a plus). Strong knowledge of CRM platforms, marketing automation, and customer analytics. Excellent analytical skills with ability to turn data into actionable insights. Strong project management and multitasking skills. Experience in negotiating and managing supplier-funded campaigns. Creative thinker with strong customer-centric mindset. Strong communication, presentation, and stakeholder management skills.