Job Description

Job Title:

HOD of CRM

Job Summary:

The HOD of CRM is responsible for managing and optimizing customer relationship management (CRM) strategies to enhance customer engagement, retention, and lifetime value. This role involves overseeing CRM campaigns, customer data analysis, marketing automation, and collaboration with cross-functional teams to ensure a seamless customer experience across all touchpoints.

Key Responsibilities:

1.

CRM Strategy & Execution

Develop and implement CRM strategies to support customer acquisition, engagement, and retention goals. Manage end-to-end CRM campaigns including planning, segmentation, execution, testing, and performance analysis. Oversee the deployment of multi-channel CRM initiatives (email, SMS, push notifications, etc.).
2.

Data & Analytics

Analyze customer data and behavior to generate actionable insights. Build customer segments based on lifecycle, demographics, and behavior. Monitor and report on KPIs such as open rates, conversion rates, and customer retention metrics.
3.

Marketing Automation

Utilize CRM tools (e.g., Salesforce, HubSpot, Adobe Campaign, or others) to automate campaigns and workflows. Ensure timely and relevant communications through customer journey mapping and personalization.
4.

Collaboration & Stakeholder Management

Work closely with marketing, sales, product, and customer service teams to align CRM strategies with broader business goals. Coordinate with IT or data teams to maintain data quality and ensure smooth integration of CRM platforms.
5.

Optimization & Testing

Continuously test and optimize CRM initiatives (A/B testing, multivariate testing). Recommend and implement improvements based on campaign performance and industry best practices.

Required Skills & Competencies:

Strong knowledge of CRM platforms and tools (Salesforce, HubSpot, Microsoft Dynamics, etc.) Solid understanding of customer segmentation and lifecycle marketing. Experience with data analytics and reporting tools (Google Analytics, Tableau, Excel). Ability to manage multiple campaigns and deadlines effectively. Excellent communication and stakeholder management skills. Attention to detail and strong project management abilities.

Qualifications:

Bachelor's degree in Marketing, Business, Communications, or related field. 3-5 years of experience in CRM or email marketing, preferably in a B2C or B2B environment. Familiarity with GDPR and other data privacy regulations is a plus.

Career Progression:

CRM Manager

Head of CRM

Marketing Director

Customer Experience Manager

Job Type: Full-time

Pay: ?70,000.00 - ?100,000.00 per month

Benefits:

Flexible schedule Internet reimbursement Provident Fund
Work Location: In person