CRM Manager

POSITION SUMMARY

As CRM Manager, you will lead the development and execution of customer relationship management strategies that help create meaningful, personalized connections between Nestlé brands and consumers. You will use customer data and insights to strengthen engagement, loyalty, retention, and acquisition across multiple communication channels.

In this role, you will work closely with brand, sales, digital, data, IT, and agency partners to deliver impactful CRM programs, optimize customer experiences, and support business growth through data-driven decision making.

KEY RESPONSIBILITIES

• Lead the development and implementation of CRM strategies aligned with business, marketing, and sales objectives.
• Build and maintain a CRM roadmap and monitor performance against defined KPIs.
• Collaborate with brand, sales, and agency partners to support customer acquisition and loyalty program growth.
• Design, launch, and optimize targeted CRM campaigns across channels such as email, SMS, ZNS, and social media.
• Monitor campaign performance and use data insights to improve engagement, retention, and activation results.
• Work with IT and agency partners to maintain CRM platforms, ensure data quality, and resolve system issues in a timely manner.
• Analyze customer data to identify trends, opportunities, and actionable insights for stakeholders.
• Partner with business teams to identify and implement new communication initiatives, tools, and partnerships that enhance consumer engagement.

KEY REQUIREMENTS

• University degree with at least 5 years of experience in CRM, data, marketing, or a related field.
• Hands-on experience in CRM strategy development and implementation, customer acquisition, loyalty, and retention programs.
• Strong understanding of modern consumer engagement channels and social CRM practices.
• Experience analyzing customer data and translating insights into business actions.
• Ability to manage cross-functional stakeholders and collaborate effectively with agencies and external partners.
• Proficiency in Microsoft Office applications, including Excel, PowerPoint, and Word.
• Strong communication, project management, and problem-solving skills.
• Experience with CRM platforms, customer data management, and campaign performance measurement.