The CRM (Customer Relationship Management) Manager is responsible for developing and implementing strategies that enhance customer relationships, improve retention, and drive engagement across the customer lifecycle.
Day-to-Day Duties:
Depending on the size of an organisation, the responsibilities of the CRM Manager can vary, however most commonly include:
Developing and executing CRM strategies to increase engagement and retention
Managing the CRM system to ensure customer data is accurate and up to date
Overseeing campaign planning, segmentation and performance reporting
Collaborating with marketing and sales to align CRM activity with wider business objectives
Designing and implementing automated customer journeys and flows
Analysing customer behaviour and campaign performance
Essential Skills & Experience:
Strong understanding of CRM platforms
Analytical mindset with the ability to make data-driven decisions
Familiarity with automation tools and email marketing platforms
Excellent communication skills
Strong knowledge of the customer lifecycle and marketing principles
Exceptional stakeholder management skills
Frequently Asked Questions:
What is CRM?
CRM stands for Customer Relationship Management. It refers both to the strategy a business uses to manage interactions with current and potential customers, and to the technology platforms that support those interactions – e.g. Salesforce & HubSpot. CRM aims improve customer experience, build loyalty, and drive growth through more personalised and efficient communication.
Which industries typically employ CRM Managers?
CRM Managers are most commonly employed in sectors like retail, e-commerce, financial services, travel, hospitality, and technology. Any industry that relies on strong customer relationships and repeat business tends to value CRM expertise.
How much technical knowledge is required to be a CRM Manager?
While the CRM Manager role isn’t deeply technical, it does require a solid understanding of data, CRM platforms, and marketing automation tools. However, as CRM systems become more sophisticated and customer expectations around personalisation increase, CRM Managers need to be confident working with data, segmenting, and setting up automated journeys.
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