CRM Campaign Manager

Job Summary & Purpose:

CRM Campaign Manager is responsible for developing, executing, and optimizing customer relationship management (CRM) strategies and campaigns to drive customer engagement, retention, and sales growth. This role manages end-to-end CRM campaigns, ensuring personalized and targeted communication across multiple channels (SMS, app, LINE, email, POS, etc.), while collaborating with cross-functional teams and suppliers to deliver business objectives. You will report to Head of CRM.

Principal Accountabilities:

1. CRM Strategy & Planning

• Develop and implement CRM campaign strategies to increase customer loyalty, frequency, and spend.
• Define customer segmentation, targeting, and personalization approaches using customer data and insights.
• Work with merchandising and suppliers to co-create funded campaigns and promotions.

2. Campaign Management

• Plan, execute, and monitor CRM campaigns across all customer touchpoints (app, email, SMS, LINE, POS notifications, etc.).
• Coordinate campaign calendar and align with seasonal events, product launches, and supplier promotions.
• Ensure campaigns are delivered on time, within budget, and meet defined objectives.

3. Data & Insights

• Analyze customer behavior, purchase history, and loyalty program performance to optimize campaigns.
• Develop campaign reports with KPIs (e.g., sales uplift, ROI, redemption rate, engagement).
• Recommend improvements based on performance data and A/B testing results.

4. Loyalty Program Management

• Enhance loyalty program effectiveness through relevant offers, gamification, and rewards.
• Drive customer engagement by introducing innovative campaigns that create excitement and fun experiences.
• Ensure program aligns with overall retail strategy and enhances customer lifetime value.

5. Stakeholder & Supplier Management

• Partner with merchandising and category teams to align CRM offers with business priorities.
• Pitch and negotiate with suppliers for sponsorships, funding, and co-branded campaigns.
• Work closely with IT, data, and operations teams to ensure seamless campaign execution.

6. Compliance & Customer Experience

• Ensure all CRM campaigns comply with data privacy regulations and company policies.
• Maintain consistent brand voice and customer experience across communication channels.

Qualifications & Skills:

• Bachelor’s degree in Marketing, Business, or related field (Master’s preferred).
• 5+ years of experience in CRM, loyalty, or retail marketing (convenience store or FMCG a plus).
• Strong knowledge of CRM platforms, marketing automation, and customer analytics.
• Excellent analytical skills with ability to turn data into actionable insights.
• Strong project management and multitasking skills.
• Experience in negotiating and managing supplier-funded campaigns.
• Creative thinker with strong customer-centric mindset.
• Strong communication, presentation, and stakeholder management skills.

Working Location: Central Changwattana