CRM - dubai

Objectives and Responsibilities of the Senior CRM Manager

Management and Strategy: The Senior CRM Manager is tasked with planning and overseeing execution of CRM strategies in a manner that ensures effective and seamless delivery. The Senior CRM Manager also builds, implements, and grows multi-faceted loyalty reward programs for the purpose of ensuring that there is strategic alignment, brand compliance, and delivery of value to consumers, which will encourage increased levels of acquisition and loyalty.

He also develops and manages the business’s consumer portfolio and serves as the senior contact in ensuring that there is organic growth in the business’s loyal consumer base. The Senior CRM Manager also manages the growth of revenue from the consumer base through the delivery of outstanding and measurable consumer communications, retention, and loyalty.

At this capacity, the Senior CRM Manager is also tasked with advocating for and instilling performance quality standards in junior CRM personnel, essentially growing a departmental work culture.

Analytics: The Senior CRM Manager also plays an analytical role where he is responsible for department performance reviews, capacity planning, conducting CRM system audits and analyses, and cost/benefit analyses. He evaluates the consumer data, that is, program engagement, consumer behavior, rewards redemptions etc. and conducts user experience analyses and business performance metrics that are associated with CRM programs and campaigns. The CRM manager is also responsible for providing strategic guidance to CRM strategies for the purpose of driving maximum ROI.

Collaboration: The position of Senior CRM manager is also highly collaborative and because of this, the Senior CRM Manager drives regular communication with colleagues in various key business departments in order to ensure optimal awareness of consumer marketing programs and initiatives. The Senior CRM Manager works with the Sales team in an effort to drive integrated consumer relations activities that drive multi-channel revenue growth for the business.

In addition, the Senior CRM Manager also works with key stakeholders in interpreting the performance of all CRM marketing activities, departmental financial issues, and consumer behavior indicators for the purpose of strategy development and the formulation of program/campaign approaches and solutions.

Consumer Relations: The Senior CRM Manager is also tasked with gathering consumer information in first-hand by directly taking initiative to interact with consumers and acquire feedback on CRM approaches and also to ensure that the business’s consumer relations campaigns are effective and that they are facilitating the execution of successful marketing campaigns and enabling consumer retention and loyalty for the business. The purpose of this is also to provide insights to the business on key improvement areas in CRM programs and campaigns.

Knowledge and Opportunity: The Senior CRM Manager is also tasked with the identification of opportunities for CRM campaign advancement. At this capacity, the Senior CRM Manager takes the initiative to learn the workings of current and emerging channels of consumer marketing in order to give the business a competitive edge over its competition in terms of consumer acquisition and retention. The Senior CRM Manager also champions for consumer-focused overall business objectives that will keep consumers considered in all business activities, therefore, increasing the chances for higher consumer acquisition and retention rates for the business.

Other Duties: The Senior CRM Manager will also perform other duties as he deems fit in the execution of his functions or duties as assigned by the Head of CRM, the Director of Performance Marketing, the Chief Marketing Officer, or the Employer.