CRM Manager

Key Responsibilities:

CRM Strategy & Execution

• Develop and implement the local CRM strategy to support customer acquisition, onboarding, retention, reactivation, and loyalty.
• Execute CRM campaigns across all channels based on customer segmentation and behavior.
• Coordinate with global brand teams and local marketing for campaign adaptation and localization.
• Monitor campaign calendar and ensure timely execution and alignment with brand initiatives.

System & Platform Operations

• Oversee CRM data management and customer lifecycle tracking through Navision, and SAP ensuring seamless integration between Navision and LINE OA/CDP platforms for data accuracy
• Work closely with a third-party agency to implement CRM activities and maintain operational efficiency.
• Work closely with the Marketing manager to optimize LINE Official Account (LINE OA) campaigns and customer flows.
• Use the CDP to segment audiences, identify customer behavior trends, build trigger-based marketing campaigns and analysis.

Customer Journey & Loyalty

• Developing strategies to enhance retention, loyalty, and repeat purchase rate.
• Planning and execution of automated customer journeys (e.g., onboarding, repurchase reminders, VIP communications).

Data Analytics & Reporting

• Conduct precise and detailed data analysis to identify customer trends, segmentation opportunities, and campaign effectiveness.
• Turn data findings into strategic recommendations.
• Analyze campaign performance (CTR, open rate, conversions, retention) and provide actionable insights for continuous improvement.

Cross-Functional Collaboration

• Liaise with internal teams (IT, Brand, Operation, Digital & PR ) and external vendors to ensure CRM initiatives support business and marketing objectives.
• Maintain alignment with the management team to ensure consistent reporting, messaging, and brand standards.

Qualifications:

• Bachelor’s degree in Marketing, Business, Communications, or a related field.
• 3–5 years of experience in CRM, marketing automation or digital marketing, ideally within the beauty, fashion, or luxury retail sectors.
• Experience working with CRM platforms (Navision and SAP preferred), CDP, and LINE Official Account .
• Proven ability to manage third-party agency relationships.
• Strong analytical skills and familiarity with CRM KPIs and reporting dashboards.
• Proficiency in Excel, Power BI, or other reporting tools; experience with CRM analytics dashboards is a plus.
• High attention to detail, with a proactive mindset and strong problem-solving ability.
• Strong presentation skills with the ability to clearly communicate CRM strategies, insights, and performance results to cross-functional teams
• Excellent communication skills in Thai and English .