TIGI HR
Website:
tigihr.com
Job details:
CRM & Loyalty Marketing Manager
About the Role
We are seeking a strategic and data-driven CRM & Loyalty Marketing Manager to lead customer relationship management initiatives that enhance customer engagement, retention, and lifetime value. This role is responsible for developing CRM strategies, executing personalized multi-channel campaigns, optimizing customer journeys, and driving the growth of loyalty and gift card programs across online and offline channels.
If you are passionate about customer experience, marketing automation, customer analytics, and loyalty program management, we'd love to hear from you.
Key Responsibilities
CRM Strategy & Customer Lifecycle
- Develop and implement end-to-end CRM strategies that improve customer engagement, retention, repeat purchases, and customer lifetime value (CLV).
- Design and optimize customer lifecycle journeys across acquisition, onboarding, engagement, retention, and reactivation stages.
- Create customer segmentation models using behavioral and transactional data to deliver highly personalized marketing campaigns.
- Continuously monitor customer insights and market trends to identify new opportunities for customer growth and retention.
Loyalty Program Management
- Plan, execute, and optimize customer loyalty programs to increase member acquisition, engagement, and retention.
- Drive adoption and penetration of the Tickit Loyalty Program across multiple business brands, retail stores, and digital platforms.
- Track loyalty program performance using key KPIs and recommend improvements to maximize customer participation and revenue.
CRM Campaign Management
- Develop and execute targeted, data-driven CRM campaigns across Email, SMS, WhatsApp, Push Notifications, and other digital communication channels.
- Manage campaign calendars, customer journeys, and automated workflows using CRM and marketing automation platforms.
- Conduct A/B testing to optimize campaign performance, improve engagement, and increase conversion rates.
- Monitor campaign effectiveness and provide actionable insights through detailed reporting and performance analysis.
Customer Experience & Journey Optimization
- Map, analyze, and continuously improve customer journeys across all touchpoints.
- Collaborate with cross-functional teams to deliver seamless and personalized customer experiences.
- Identify friction points and recommend improvements that enhance customer satisfaction and brand loyalty.
Content & Cross-functional Collaboration
- Partner with creative, merchandising, digital, and marketing teams to develop engaging CRM content, newsletters, promotional campaigns, and personalized communications.
- Ensure all customer communications align with brand guidelines and business objectives.
CRM Operations & Data Management
- Maintain CRM database integrity by ensuring accurate customer data, segmentation, and system efficiency.
- Support CRM platform enhancements, integrations, and automation initiatives.
- Ensure compliance with customer data privacy and communication regulations.
Gift Card Business Growth
- Lead initiatives to increase Gift Card adoption, customer penetration, and revenue generation.
- Collaborate with retail stores, e-commerce teams, and external partners to execute Gift Card promotional strategies.
- Analyze performance metrics and identify opportunities to accelerate Gift Card sales across all customer channels.
Preferred Skills & Qualifications
- Bachelor's degree in Marketing, Business Administration, Data Analytics, or a related field.
- Proven experience in CRM, Customer Lifecycle Marketing, Loyalty Programs, or Retention Marketing.
- Hands-on experience with CRM and Marketing Automation platforms (Salesforce Marketing Cloud, HubSpot, Microsoft Dynamics, Braze, MoEngage, CleverTap, or similar).
- Strong analytical skills with experience interpreting customer data and campaign performance metrics.
- Proficiency in customer segmentation, personalization strategies, and lifecycle marketing.
- Experience managing omnichannel marketing campaigns across Email, SMS, WhatsApp, Push Notifications, and digital channels.
- Strong understanding of customer journey mapping, A/B testing, marketing analytics, and conversion optimization.
- Excellent communication, stakeholder management, and project coordination skills.
Core Competencies
Customer Focus
- Passionate about delivering exceptional customer experiences.
- Builds lasting customer relationships through personalized engagement and data-driven decision-making.
- Uses customer feedback and insights to continuously improve products, services, and campaigns.
Communication
- Communicates ideas clearly and effectively across multiple stakeholders.
- Creates compelling presentations, reports, and marketing communications.
- Actively listens, collaborates, and influences cross-functional teams.
Planning & Execution
- Prioritizes initiatives effectively to meet business objectives and deadlines.
- Demonstrates strong organizational and project management skills.
- Proactively identifies opportunities to improve efficiency and business outcomes.
Collaboration
- Builds strong partnerships across marketing, retail, e-commerce, analytics, and creative teams.
- Encourages knowledge sharing and fosters a collaborative work environment.
Continuous Learning
- Keeps up to date with emerging CRM technologies, customer engagement trends, loyalty strategies, and marketing best practices.
- Actively seeks opportunities to enhance professional knowledge and capabilities.
Success Metrics
- Increase customer retention and repeat purchase rates.
- Improve customer lifetime value (CLV).
- Grow loyalty program membership and engagement.
- Increase CRM campaign conversion and engagement metrics.
- Drive Gift Card revenue growth.
- Improve customer satisfaction and overall customer experience.
- Deliver measurable ROI through personalized, data-driven CRM initiatives.
Click on Apply to know more.