CRM Head - Quezon City - ref. g66331515

We are seeking a strategic, data-driven, and digitally-savvy Head of CRM to lead the end-to-end management of our customer lifecycle from acquisition to retention, through high-performing digital campaigns. This role will be pivotal in shaping how we connect with customers at every touchpoint by leveraging CRM technologies and tools, ensuring a seamless and personalized experience.

The Head of CRM will not only drive strategy and execution but will also lead a growing team composed of managers and associates. Strong leadership and team development skills are critical, as this role will be responsible for coaching, performance management, and alignment of CRM efforts with broader business objectives.

Summary

• Own the full customer lifecycle journey: acquisition, onboarding, engagement, retention, and reactivation
• Develop and execute a comprehensive CRM strategy to drive customer growth, increase engagement, and maximize lifetime value
• Map and optimize the digital customer journey using data-driven insights

• Plan, launch, and manage multi-channel CRM campaigns (email, SMS, in-app, etc)
• Oversee campaign segmentation, personalization, automation, and testing strategies
• Collaborate with relevant departments to ensure campaigns are brand-aligned and user-centric

• Analyze customer sentiments, behavior, campaign performance, and funnel metrics to uncover insights and identify opportunities
• Build and present performance reports and dashboards to stakeholders
• Use A/B testing and other analytics techniques to optimize campaign outcomes

• Manage and optimize CRM platforms including Zendesk and Sprout; oversee integration with other marketing and support tools
• Ensure proper tagging, tracking, and segmentation structures are in place
• Stay up-to-date with CRM technology trends and recommend relevant tools to improve campaign performance

• Set, track, and deliver departmental revenue and gross profit targets
• Collaborate with relevant departments to ensure CRM efforts align with broader profitability goals
• Continuously optimize campaigns to improve cost efficiency, conversion rates, and customer value

• Serve as the internal CRM expert, collaborating closely with Marketing, PR, IT, Finance, and other teams to ensure alignment across customer initiatives.
• Lead and manage a CRM team composed of managers and associates, providing clear direction, performance management, and development plans.
• Drive a high-performance culture through effective delegation, mentorship, and cross-functional coordination.
• Champion CRM best practices across departments and build CRM capability within the organization.

Other related duties as required or assigned

• Bachelor’s degree in Marketing, Business, or related field
• 5–8+ years of experience in CRM or lifecycle marketing, with at least 3 years in a leadership role
• Proven track record in designing and executing digital CRM campaigns across multiple channels
• Advanced knowledge of CRM platforms and tools (Zendesk, Sprout, HubSpot, Social Listening tools, etc)
• Strong analytical skills; able to translate complex data into actionable insights and present them clearly to stakeholders
• Experience with campaign automation, customer segmentation, and behavioral targeting
• Familiarity with customer support workflows and omnichannel communication
• Excellent communication, project management, and leadership skills
• Strong business acumen and a customer-first mindset

• Experience in B2C and/or subscription-based businesses
• Facebook Certifications
• Google Adwords Certified
• Google Analytics