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.