Manager – Customer Relationship Management (CRM)

Manager – Customer Relationship Management (CRM)

The Manager – Customer Relationship Management (CRM) is a strategic leadership role focused on maximizing customer lifetime value through data-driven engagement and retention strategies. You will be responsible for the end-to-end management of the customer lifecycle, from initial onboarding to long-term loyalty and reactivation. This position requires a blend of analytical rigor and creative strategy to translate complex customer insights into actionable initiatives that enhance the overall experience across all touchpoints. By optimizing CRM systems and leading multi-channel campaigns, you will strengthen relationship management frameworks and drive sustainable business growth, ensuring all activities align with both internal standards and external regulatory requirements.

Key Responsibilities

• Develop and implement CRM strategies to drive engagement, retention, and customer experience.

• Manage and optimize the customer lifecycle, including onboarding, engagement, and reactivation.

• Lead the enhancement and utilization of the CRM system to strengthen relationship management.

• Plan and execute customer loyalty programs to increase customer lifetime value.

• Analyze customer data to identify opportunities for improved service delivery and revenue growth.

• Lead CRM-driven campaigns across multiple channels with timely, strategic delivery.

• Establish key performance metrics for customer satisfaction, retention, and engagement.

• Ensure compliance with internal CRM standards and regulatory requirements.

Candidate Profile

• Bachelor’s Degree in Marketing, Management, Business Administration, or a related discipline.

• 5–8 years of experience in CRM, Customer Experience, or Marketing.

• Preferred experience in the banking or financial services sector.

• Hands-on experience with CRM systems, customer analytics, and campaign management.

• Strong analytical, problem-solving, and leadership skills.

• Ability to translate customer insights into digital engagement strategies.

• Excellent communication skills and experience in stakeholder management.

• Postgraduate qualifications in Business Analytics or Customer Experience is an advantage.

Job Overview

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