Senior CRM Manager

Role & Responsibilities

• Develop and implement the company's CRM strategy aligned with business, sales, marketing, and customer experience objectives.

• Define customer lifecycle, segmentation, engagement, and retention strategies.

• Establish CRM processes, policies, and best practices across relevant business functions.

• Identify opportunities to improve lead management, customer conversion, engagement, and retention through CRM.

• Develop CRM roadmaps and continuously improve CRM capabilities based on business requirements.
  Own and manage the CRM platform, ensuring it supports business requirements and customer journey processes.

• Manage CRM system requirements, implementation projects, upgrades, testing, and issue resolution.

• Ensure CRM processes are standardized and effectively adopted by users.

• Monitor system performance, data quality, user adoption, and process compliance.

• Evaluate new CRM technologies, tools, automation, and AI capabilities that can improve business performance.

• Establish and maintain high standards for customer and prospect data quality.

• Develop data governance rules covering data collection, validation, segmentation, duplication, and maintenance.

• Ensure customer data is accurate, complete, consistent, and accessible to authorized users.

• Develop customer databases and segmentation frameworks to support targeted marketing and sales activities.

• Develop CRM dashboards and reports covering key business and customer metrics.

• Analyze customer and sales data to identify trends, opportunities, and performance gaps.

• Provide actionable insights and recommendations to management based on CRM data.

• Establish standardized CRM KPIs and performance measurement frameworks.

Qualifications & Experience

• Bachelor's degree in Business Administration, Marketing, Information Systems, Data Analytics, or a related field.
• 5+ years of experience in CRM, customer analytics, marketing technology, business intelligence, or related roles.
• Experience in residential real estate/property development is highly preferred.
• Strong experience managing CRM platforms, CRM implementation, optimization, or transformation projects.
• Strong analytical and data interpretation skills.
• Experience with CRM reporting, dashboards, segmentation, and customer analytics.
• Experience working with cross-functional teams and external technology vendors.
• Strong understanding of customer lifecycle management and CRM best practices.
• Strategic and analytical thinking
• Strong business and commercial acumen
• Data-driven decision making
• Problem solving and process improvement
• Strong communication and presentation skills
• Attention to detail and data accuracy