About this role

Develop and implement the company’s CRM, customer experience, and loyalty strategy.

Maintain a clean, accurate, and actionable customer database, ensuring data quality and proper customer segmentation.

Segment customers by purchase behaviour, engagement, value, preferences, and lifecycle stage, including VIP, active, at-risk, and inactive customers.

Design customer journeys across stores, e-commerce, email, SMS, WhatsApp, social channels, and after-sales touchpoints.

Build and manage automated CRM campaigns for welcome journeys, product launches, birthday messages, reactivation, upselling, cross-selling, and retention.

Develop loyalty and VIP programs that encourage repeat purchase and long-term customer relationships.

Monitor customer feedback, complaints, NPS, CSAT, and service issues; recommend practical improvements to the customer journey.

Analyse customer behaviour, purchase trends, campaign performance, churn, repeat-purchase behaviour, and customer lifetime value.

Prepare CRM dashboards and management reports with clear commercial recommendations.

Work closely with Marketing, Sales, Retail/Boutique teams, E-commerce, Customer Service, Operations, and IT.

Lead CRM/CX team members, set standards for CRM usage, and support staff training.

Ensure customer data privacy, consent management, and CRM governance standards are maintained.

Requirements

Bachelor’s degree in marketing, Business Administration, Information Systems, or a related discipline.

5–7 years of experience in CRM, Customer Experience, Loyalty, Customer Lifecycle, or Customer Marketing.

Experience in retail, e-commerce, luxury, jewelry, watches, fashion, beauty, or another premium consumer sector is strongly preferred.

Hands-on experience with CRM platforms such as Salesforce, Microsoft Dynamics 365, HubSpot, Oracle CX, or similar systems.

Experience in marketing automation and omnichannel campaigns: email, SMS, WhatsApp, push notifications, and digital journeys.

Strong customer analytics, segmentation, and customer-journey-mapping capability.

Advanced Excel; Power BI is preferred. SQL is an advantage.

Strong project management, leadership, communication, and cross-functional stakeholder-management skills.

Strong English communication skills.

CRM & Customer Experience Manager

Key skills

About this role

Requirements