Customer Experience & CRM Manager

Job description

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.