Assistant Manager CRM Jumbo Electronic Co. Ltd ( LLC )

JOB SUMMARY:

We are seeking a skilled and proactive Assistant Manager CRM to lead the development and execution of our Customer Relationship Management strategies and systems. The role is instrumental in enhancing customer retention, driving business growth, and improving engagement across various digital and offline touchpoints. The ideal candidate brings a combination of technical proficiency, data-driven decision-making, and customer-centric thinking to design and optimize customer journeys, campaigns, and CRM infrastructure.

RESPONSIBILITIES:

1. CRM Strategy & Implementation

• Develop and execute comprehensive CRM strategies aimed at increasing engagement, loyalty, and retention.
• Manage CRM platforms to ensure alignment with business goals and optimal customer experience.
• Collaborate with operations, category, and customer service teams to integrate CRM initiatives seamlessly into business processes.

2. Customer Segmentation & Targeting

• Analyze customer data to segment audiences based on behavior, lifecycle, and demographics.
• Create targeted campaigns for different segments to meet specific needs and optimize ROI.
• Personalize messaging and timing to increase engagement and relevance.

3. Data Analysis & Reporting

• Leverage CRM and analytics tools to monitor customer behavior, campaign performance, and key metrics (e.g., CLTV, churn, repeat rate).
• Provide actionable insights and regular reports to leadership on CRM effectiveness and business impact.
• Identify trends and improvement opportunities using data-led decision-making.

4. Campaign Management

• Plan and execute multichannel campaigns (Email, SMS, WhatsApp, Push, etc.).
• Coordinate with marketing teams to ensure alignment with brand and business objectives.
• Use A/B testing and iterative techniques to optimize campaigns and improve KPIs.

5. Customer Journey Mapping

• Define and optimize end-to-end customer journeys across digital and physical channels.
• Implement automation and personalization strategies at key lifecycle stages.
• Improve onboarding, engagement, and retention through strategic touchpoints.

6. CRM Tool Management

• Oversee the selection, deployment, and management of CRM systems.
• Ensure system integration with marketing automation, sales, and support platforms.
• Provide training and technical support for internal stakeholders using CRM tools.

7. Cross-Functional Collaboration

• Partner with sales, marketing, product, and customer service teams to deliver unified customer experiences.
• Translate customer insights into actionable strategies across departments.
• Champion a customer-first culture in all external and internal interactions.

8. Paid Media & Advertising

• Plan and manage performance marketing campaigns on platforms like Google Ads, Meta Ads, and programmatic networks.
• Monitor campaign budgets, bid strategies, and paid media performance.

9. Data-Driven Optimization

• Track and analyze performance metrics using tools like Google Analytics, CRM dashboards, and campaign trackers.
• Optimize strategies using real-time insights and generate detailed campaign reports with recommendations.

QUALIFICATION:

• Bachelor’s degree in marketing, Business Administration, or a related field.

EXPERIENCE:

• 5 - 6 years of hands-on experience in CRM or related digital marketing roles.
• Proven expertise with CRM platforms such as Salesforce, HubSpot, Xeno, Capillary, Solus, Emarsys, or Microsoft Dynamics.
• Experience with marketing automation tools like Clevertap, MoEngage, etc.
• Strong analytical mindset with the ability to convert data into actionable strategies.
• Excellent project management, organizational, and communication skills.
• Proficiency in segmentation, email marketing, and CRM campaign execution.
• Deep understanding of customer retention strategies and best practices.