The CRM Manager will play a critical role in designing and executing customer relationship management (CRM) strategies that foster long-term customer loyalty, enhance customer satisfaction, and drive repeat business in the Nutrition, Food & Beverages industry.

The role involves leading a team to implement data-driven campaigns, analyze customer insights, and collaborate cross-functionally to maximize the effectiveness of CRM initiatives. The CRM Manager will use their expertise to enhance customer engagement and retention through personalized marketing efforts, leveraging CRM platforms and analytics tools.

CRM Strategy Development:

• Lead the design, execution, and optimization of CRM strategies to improve customer engagement, retention, and lifetime value.
• Create targeted CRM campaigns and loyalty programs, leveraging customer insights and behavior patterns to increase sales, customer satisfaction, and brand loyalty.
• Develop customer segmentation strategies to ensure that the right message reaches the right audience at the right time.

Customer Data Analysis & Insights:

• Oversee the collection and analysis of customer data to identify trends, preferences, and behaviors, providing actionable insights for marketing, sales, and product teams.
• Use CRM software and analytics tools (e.g., Salesforce, HubSpot, Google Analytics) to track and measure campaign performance, customer lifetime value (CLV), and key CRM metrics (e.g., retention rates, churn rates, conversion rates).
• Conduct regular reporting on CRM metrics and KPIs, ensuring all teams are aligned with the data-driven strategy.

Campaign Management:

• Manage end-to-end CRM campaign lifecycle from ideation to execution, ensuring that campaigns are on-time, within budget, and meet performance objectives.
• Develop personalized email marketing, SMS campaigns, and push notifications to engage customers with promotions, product launches, and other relevant content.
• Continuously test and optimize campaigns for better results (e.g., A/B testing for email subject lines, offers, etc.).

Cross-Functional Collaboration:

• Collaborate with marketing, sales, product development, and customer service teams to ensure that CRM initiatives align with business goals and customer needs.
• Work closely with the product team to ensure CRM campaigns reflect new product offerings, especially in the fast-evolving food & beverage categories.
• Partner with the customer service team to address customer feedback, complaints, and reviews to continuously improve customer experience.

Customer Experience & Retention:

• Develop and execute strategies to enhance the overall customer experience across all touchpoints (email, website, mobile app, in-store).
• Implement customer retention strategies through loyalty programs, VIP offers, and exclusive promotions.
• Monitor customer feedback channels (social media, surveys, customer reviews) and address any concerns or pain points to ensure satisfaction.

CRM System & Tool Management:

• Oversee the management and optimization of CRM software and tools to ensure they are aligned with business needs and customer-centric goals.
• Ensure the CRM database is clean, well-segmented, and updated regularly to reflect accurate customer data.
• Stay current with CRM trends, tools, and technologies, and make recommendations for system upgrades or changes to improve operational efficiency and customer engagement.

Budget & Resource Management:

• Manage the CRM budget effectively, ensuring resources are allocated efficiently to meet campaign goals and organizational objectives.
• Coordinate with other departments to optimize the use of available resources in line with CRM goals.

• Education: Bachelor’s degree in Marketing, Business Administration, or a related field.
• A Master’s degree or certifications in CRM, Digital Marketing, or Customer Relationship Management is a plus.
• Experience: 5+ years of experience in CRM, digital marketing, or customer experience management, with a strong background in Nutrition, Food & Beverages industry or similar sectors.