CRM Specialist (Retail/FMCG)

Key Responsibilities

CRM Strategy & Execution

• Develop and implement CRM strategies to improve customer lifecycle management, including acquisition, retention, and reactivation
• Execute targeted marketing campaigns across multiple channels such as email, SMS, push notifications, and social media
• Manage customer segmentation to deliver personalized and data-driven campaigns

Campaign Management

• Plan, execute, and monitor CRM campaigns, promotions, and loyalty programs
• Track campaign performance and optimize strategies based on data insights and KPIs
• Coordinate with marketing, operations, and external partners to ensure timely campaign delivery

Customer Data & Analytics

• Maintain and analyze customer databases to generate insights and actionable recommendations
• Monitor key CRM metrics such as customer retention rate, repeat purchase rate, and customer lifetime value
• Ensure data accuracy, cleanliness, and proper management within CRM systems

Customer Experience & Engagement

• Enhance customer journey by identifying pain points and opportunities for improvement
• Support the development of loyalty programs and customer engagement initiatives
• Ensure consistent and positive customer communication across all touchpoints

Stakeholder Management

• Collaborate with internal teams such as marketing, sales, digital, and operations
• Work closely with external vendors or agencies for campaign execution and CRM tools
• Provide regular reports and insights to management on CRM performance

Qualifications

• Bachelor's degree in Marketing, Business Administration, Communications, or any related field
• At least 3–5 years of experience in CRM, digital marketing, or customer engagement roles within FMCG, retail, or F&B industries
• Experience in using CRM platforms (e.g., Salesforce, HubSpot, or similar tools)
• Strong analytical skills with the ability to interpret data and translate insights into strategies
• Excellent communication and project management skills
• Experience in handling multi-channel marketing campaigns
• Detail-oriented with strong organizational and problem-solving abilities

Preferred Skills

• Experience in loyalty program management
• Familiarity with marketing automation tools and customer data platforms
• Knowledge of customer journey mapping and lifecycle marketing
• Ability to work in a fast-paced, high-volume consumer environment