- Company Name
- POLENE
- Job Title
- CRM Manager (H/F)
- Job Description
-
**Job title**
CRM Manager (H/F)
**Role Summary**
Lead the omnichannel CRM strategy to drive e‑commerce growth and customer loyalty by designing, activating, and optimizing end‑to‑end customer journeys, leveraging data, automation, and AI-driven personalization.
**Expectations**
- Deliver measurable impact on conversion, average basket, repeat purchase and CLV.
- Align CRM initiatives with overall e‑commerce growth goals and revenue targets.
- Provide clear ROI analysis for all CRM activities.
**Key Responsibilities**
- Define and execute omnichannel CRM strategy covering acquisition, onboarding, retention, and reactivation.
- Design, launch, and optimize personalized campaigns across email, SMS, WhatsApp, onsite banners, newsletters, and direct mail.
- Segment audiences using behavioral, transactional, and emotional data; run A/B tests to improve open, click‑through, and conversion rates.
- Set, track, and report on KPIs (conversion, CLV, CAC‑CRM, repeat purchase, activation rate) with proper segmentation.
- Deploy automation flows for cart abandonment, post‑purchase, recommendations, birthdays, and inactivity.
- Ensure data quality, integration, and governance across CRM, e‑commerce, and data teams.
- Explore and implement AI tools for dynamic recommendations and generative content.
- Propose and pilot innovative loyalty and emotional‑content programs to boost direct sales impact.
**Required Skills**
- Proven experience in CRM strategy and execution for online retail.
- Strong analytical skills; proficiency in data‑driven segmentation, scoring, and KPI reporting.
- Expertise in multi‑channel campaign design and A/B testing.
- Hands‑on knowledge of CRM and marketing automation platforms (e.g., Salesforce Marketing Cloud, HubSpot, Braze).
- Understanding of e‑commerce funnel, merchandising, and retargeting.
- Familiarity with AI recommendation engines and generative content tools.
- Excellent communication and stakeholder‑management abilities.
**Required Education & Certifications**
- Bachelor’s degree in Marketing, Business, Data Analytics, or related field.
- Certifications in CRM, marketing automation, or digital marketing preferred (e.g., Salesforce Certified Marketing Cloud Email Specialist, HubSpot Inbound Marketing).