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CRM Manager

Job Description



Coordination & Management – Workflows – 70%

  • Define CRM action plans and rely on team to ensure its execution.
  • Responsible for the overall B2C communication and VIP strategy of all brands
  • Management of CRM Coordinator and CRM Executive (assign tasks and follow up on execution).
  • Effective management of brief requests into production and delivery by coordinating efficient processes and flows between various departments (CRM, BI, Design, Campaign, Product, Customer Support, Telemarketing and Analysts)
  • Provide support to CRM team and act as the primary point of contact for all CRM and retention related topics.
  • Overall, the CRM Manager will ensure the good execution and follow up of the processes already in place.
  • On top of our existing plan he or she will have to propose solutions (would it be marketing or technical) to increase the business on specific segments / markets defined and discussed with other departments.

 Project Management – 20%:

  • Product Owner of CRM Systems (3rd parties / internal). The CRM Manager will be responsible for writing any expression of needs linked to his / her department and ensure the good deliverability of projects.

 Budget Reporting 10%

  • Detailed reporting on activity (KPIs / improvement points)
  • Direct contact point with 3rd Parties, follow up invoicing and responsible for budget.


  • Extensive experience within a CRM function with strong organisational, time management, Microsoft office skills
  • Excellent written and verbal communication skills
  • Some project management experience
  • Excellent command of both written and spoken English
  • Results-oriented and proactive self-starter; strong sense of pace, urgency and delivery (a real doer)
  • Demonstrated ability to function effectively within a matrix organization and participate effectively on cross-functional teams

Person specification

  • Leadership, experience in Management.
  • Hard worker, confident, team worker and trustworthy
  • Must be a solid communicator with warm personality – comfortable interacting with a diverse group of technical and non-technical people including brand owners, marketing, product, operations, customers support and partners
  • Strong business acumen, organizational assessment, creativity, interpersonal skills, and quantitative analytical abilities
  • Strong problem solving capabilities with ability to think about the big picture while maintaining excellent attention to detail
  • Results-oriented and proactive self-starter; strong sense of pace, urgency and delivery
  • Metrics driven with good judgment skills
  • Positive attitude and ready to take on challenges
  • Creative and innovative – ready to try new things



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