CRM Campaign Manager

Role and Responsibilities 

• Campaign Strategy and Planning: 
• Develop and implement comprehensive CRM strategies aligned with strategic business objectives. 
• Collaborate with brands to conceptualise communication strategies that encourage positive customer behaviour which is incremental to the achievement of business objectives.  
• Collaborate with brands and cross-functional teams to define campaign objectives and key performance indicators.  
• Collaborate with brands to map out and understand the customer journey through interactions via physical and digital touch points, and on diverse occasions.  
• Identify opportunities and gaps strategic CRM communications, and devise strategies with brand teams to action opportunities and fill gaps.  
• Develop and maintain a comprehensive campaign calendar that is aligned with the overall marketing calendar for each respective brand and their strategic initiatives.  
• Segmentation and Targeting: 
• Work with brands to develop and refine customer personas to deliver targeted communications designed to entice desired behaviours from customers.  
• Utilize customer data to create effective segmentation strategies for personalized and targeted campaigns that are designed to deliver results aligned to the strategic objectives of the brands  
• Ensure relevance and resonance in messaging to different customer segments. 
• Develop effective strategies which allow for effective and relevant messaging to customer based on their individual stage of the customer lifecycle. 
• Marketing Automation: 
• Oversee, prepare, and manage outbound campaigns through channels such as email, push notifications, SMS and WhatsApp end to end, working closely with brand managers to achieve desired campaign objectives. 
• Manage the process – briefing, implementation, tracking and measurement of all direct marketing communication messages for brand campaigns.  
• Champion the use of dynamic content in mailers and other channels, where possible.  
• Conduct frequent A/B Testing on campaign elements and promote the commitment to continuous performance optimisation on all messaging channels.  
• Work closely with brand managers to ensure that necessary requirements are provided to our creative studio with specific details included on briefs to designers and/or writers.  
• Be responsible for the quality assurance of all marketing materials being shared through messaging platforms – provide formal sign-off where necessary and ensure that the brands ad their identities are adhered to in campaigns and all communication channels.  
• Continuously explore and leverage automation features to enhance campaign efficiency and drive efficiency in the way tasks and responsibilities are executed.  
• Campaign Execution: 
• Plan and execute CRM campaigns across various channels, ensuring timely delivery and adherence to brand standards. 
• Working closely with the marketing automation coordinator and broader team to ensure to coordinate messaging activities to achieve optimal results.   
• Monitor and adjust campaigns based on performance metrics and feedback. 
• Effectively manage and optimize customer relationship management campaigns, ensuring seamless execution of HTML-based email and digital marketing initiatives. 
• Maintain a high level of awareness for industry best practices, from tactics to case studies or recent developments will support the brands in improving and maintaining favourable performance in respect of delivery rates, open rates and return on investment.  
• Data Analysis and Reporting: 
• Conduct thorough analysis and report on campaign performance data to derive actionable insights that support future decision making and reduce potential risks.  
• Prepare regular reports outlining key metrics and recommendations for improvement. 
• Through analysis, contribute positively to campaign planning and development by sharing findings from past campaigns and learnings.  
• Cross-functional Collaboration: 
• Work closely with internal and external stakeholders to ensure seamless integration of CRM campaigns with overall marketing and business initiatives. 
• Collaborate on data governance and data quality initiatives to enhance campaign effectiveness and compliance with applicable laws and industry practices.  

Key Skills and Competencies 

• Confident in producing work across multiple platforms and brands. 
• Proven track record of managing campaigns with results that were incremental to business performance.   
• Proven ability to develop, execute and optimise CRM strategies 
• Solid background working with design and copywriting teams with an understanding and/or hands-on experience in executing campaign and promotional communications. 
• Should have a reasonable understanding of HTML. Experience with email design would be advantageous.  
• Strong problem solving skills. 
• Excellent verbal and written communication skills. 
• Able to multi-task, prioritize, and manage time effectively. 
• Accountable yet team orientated. 
• Be able to take initiative and follow through projects to completion. 
• Hard working, Efficient and highly organized, great co-coordinator with numeric skills. 
• Be able to work in a robust, passionate environment and able to handle conflict situations. 
• Ability to work with many stakeholders in delivering the best customer journey and experience. 
• Positive Attitude and eager to learn. 
• Customer-centric.Ability to balance creative thinking with data-driven decision-making. 
• Up-to-date knowledge of industry trends and best practices in CRM and marketing automation. 
• Previous experience in the retail or hospitality industry and/or loyalty program experience would be a advantageous.   
• Analytical mindset with the ability to derive insights from data. 

Qualifications and Education Requirements 

• Tertiary education, preferably in business /project management/ marketing or systems qualifications. 
• Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, Teams and Excel. 
• Experience with using CRM software and marketing automation tools such HubSpot, Braze, Salesforce, Marketo or Netcore Cloud  
• Tertiary education degree in Marketing, Business, or a related field. 
• Minimum of 3 years’ experience as a CRM Campaign Manager or in a similar role. 
• In-depth understanding of CRM principles, marketing automation, and customer segmentation. 
• Restaurant experience/understanding of Franchise Operations advantageous.