Customer Experience & CRM Manager

About the role

The Customer Experience & CRM Manager will lead the end‑to‑end customer lifecycle strategy for a fast‑growing international company. Working across digital channels, you will design and optimise personalised journeys that boost engagement, loyalty and long‑term value.

Key responsibilities

• Define and manage the complete customer lifecycle strategy, including segmentation, engagement, retention and re‑activation initiatives.
• Plan, execute and optimise omnichannel CRM campaigns, leveraging marketing automation and behavioural triggers.
• Analyse customer behaviour, conversion funnels and lifecycle KPIs to uncover growth opportunities.
• Drive commercial performance by increasing retention, lifetime value and revenue contribution.
• Ensure CRM activities comply with internal policies and promote responsible, customer‑centric practices.

Required profile

• 5‑7 years of experience in CRM, customer lifecycle management, retention or loyalty programmes.
• Proven track record of managing digital customer engagement strategies.
• Strong background in customer segmentation, lifecycle optimisation and marketing performance measurement.

Required skills

• CRM platforms
• Marketing automation
• Data analysis