NGO - CRM Manager

At ConnectedGroup, we are supporting a local non-profit organization dedicated to welfare and education, in the search for their CRM Manager. The CRM Manager will lead a small team of dedicated individuals and will be responsible for leading CRM strategy and execution, with a focus on supporter, donor, or member engagement. The successful candidate will use data, customer insights, and marketing automation to improve acquisition, retention, engagement, and long-term value across multiple channels. Responsibilities Develop and manage CRM strategies that support acquisition, retention, reactivation, and loyalty initiatives. Design, build, and optimise automated customer journeys across channels such as email, SMS, web, mobile, messaging platforms, events, and offline touchpoints. Segment audiences using behavioural, transactional, and demographic data to deliver relevant and personalised communications. Plan and execute testing programmes to improve campaign performance, engagement, conversion rates, and customer value. Own the CRM and marketing automation platform, including campaign setup, integrations, data management, system governance, and ongoing optimisation. Ensure data quality, consent management, privacy compliance, and effective use of customer data across the organisation. Work closely with marketing, fundraising, digital, communications, and other stakeholder groups to deliver a consistent customer experience. Develop and implement acquisition programmes that grow the active supporter or membership base through targeted campaigns and channel optimisation. Lead retention and upgrade strategies aimed at increasing engagement, repeat giving, customer loyalty, and long-term value. Analyse customer behaviour, campaign performance, and trends to provide actionable recommendations and support decision-making. Produce regular reporting and dashboards covering engagement, revenue, acquisition, retention, and return on investment. Manage and support the CRM team, including customer enquiries and service-related processes. Provide guidance and training to internal stakeholders on CRM best practice and campaign execution. Manage external suppliers or agencies where required and stay informed of industry developments, technology trends, and data regulations. Requirements Degree qualification in marketing, communications, data analytics, or a related field. Significant experience in CRM, customer engagement, loyalty, fundraising, membership, or marketing automation roles. Strong track record of developing and optimising multi-channel customer journeys that improve acquisition, retention, engagement, and lifetime value. Hands-on experience with enterprise CRM or marketing automation platforms such as Salesforce Marketing Cloud, Microsoft Dynamics, or equivalent systems. Strong analytical skills, including audience segmentation, customer analysis, testing methodologies, and performance measurement. Experience developing acquisition and retention strategies, ideally within a membership, purpose-led, charitable, or customer-focused environment. Good understanding of CRM integrations, digital marketing technologies, payment or transaction systems, and customer databases. Strong project management and stakeholder engagement skills, with the ability to balance strategic planning and hands-on delivery. Experience leading or mentoring CRM, digital marketing, or customer engagement teams. Knowledge of data privacy and consent management requirements. Well-connected within relevant professional networks and able to build effective external partnerships. Experience working within Asia or other complex, multi-stakeholder environments would be advantageous. Fluency in Cantonese and English, Mandarin advantageous. Interested candidates please click on Apply, please note only relevant parties will be contacted.