Customer Experience & CRM Manager

Customer Growth & CRM Manager

About the Company

Our client is a leading international company operating in a dynamic, customer-centric environment. As part of its growth strategy, the company is looking for a Customer Growth & CRM Manager to lead customer lifecycle initiatives and drive engagement, retention, and long-term customer value.

Position Summary

The Customer Growth & CRM Manager is responsible for defining and executing the end-to-end customer lifecycle strategy across digital customer journeys.

This role plays a key part in improving customer engagement, loyalty, retention, and commercial performance by leveraging data, customer insights, and marketing automation. Working closely with cross-functional teams, the successful candidate will design scalable and personalized customer experiences that contribute to sustainable business growth.

Key Responsibilities

Customer Lifecycle Management

• Define and manage the end-to-end customer lifecycle strategy.
• Develop customer segmentation models based on behavior, value, and lifecycle stages.
• Design engagement, retention, loyalty, and reactivation initiatives.
• Build customer journeys that improve long-term engagement and customer value.
• Identify opportunities to increase customer activity and reduce churn.

CRM & Customer Engagement

• Plan, execute, and optimize omnichannel CRM campaigns across multiple communication channels.
• Develop automated customer journeys triggered by customer behavior.
• Deliver personalized campaigns aligned with commercial objectives.
• Monitor campaign quality, relevance, and customer experience.
• Manage promotional and engagement initiatives while maximizing efficiency.

Data Analysis & Performance

• Analyze customer behavior, conversion funnels, and engagement trends.
• Monitor lifecycle KPIs and campaign performance.
• Conduct segmentation and cohort analyses to identify business opportunities.
• Evaluate campaign effectiveness and return on investment.
• Transform analytical insights into actionable recommendations.

Commercial Performance

• Drive initiatives aimed at improving customer retention and lifetime value.
• Increase customer engagement frequency and revenue contribution.
• Optimize marketing investments and campaign efficiency.
• Support cross-functional initiatives designed to improve customer performance.

Governance & Best Practices

• Ensure CRM activities comply with internal policies and customer communication standards.
• Promote responsible and customer-centric engagement practices.
• Contribute to continuous improvement of CRM processes and operational excellence.

Profile

Experience

• 5 to 7 years of experience in CRM, Customer Lifecycle Management, Customer Retention, Loyalty, or Customer Growth.
• Proven experience managing customer engagement strategies in a digital environment.
• Strong background in customer segmentation, lifecycle optimization, and marketing performance.

Technical Skills

• Strong analytical mindset with the ability to interpret customer data and transform insights into business actions.
• Experience with CRM platforms and marketing automation solutions.
• Solid understanding of customer journey mapping, campaign management, and performance measurement.
• Comfortable working with KPIs, dashboards, and data-driven decision-making.

Core Competencies

• Customer-centric mindset.
• Commercial awareness and business orientation.
• Strategic thinking combined with operational execution.
• Strong analytical and problem-solving skills.
• Excellent stakeholder management and communication abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proactive, results-driven, and collaborative approach.
• High level of ownership and accountability.