Digital and CRM Manager

2 weeks ago

Makati City, National Capital Region, Philippines Royal Duty Free Shops Inc Full time ₱1,200,000 - ₱2,400,000 per year

Job Description: Digital & CRM Manager

Position Summary

The Digital & CRM Manager will lead the strategy and execution of digital marketing and customer relationship initiatives within the Marketing team. This role manages CRM platforms, drives customer engagement, and optimizes digital campaigns to increase loyalty, conversion, and lifetime value — while also leading a team to deliver on business objectives. The position reports directly to the AVP – Marketing.

Key Responsibilities

· CRM Management: Oversee the setup, segmentation, and optimization of the CRM platform to ensure accurate data, effective targeting, and meaningful insights.

· Digital Campaigns: Plan and execute integrated digital campaigns across owned, paid, and earned channels.

· Customer Engagement: Design personalized communication journeys that drive repeat purchase, retention, and customer loyalty.

· Data & Insights: Track, analyze, and report on campaign performance, customer behavior, and ROI, providing actionable recommendations.

· People Management: Lead, coach, and develop a small team to deliver high-quality digital and CRM outputs, ensuring alignment with business goals.

· Cross-Functional Alignment: Partner with Sales, Operations, IT, and other business units to ensure a seamless and consistent customer experience.

· Compliance: Ensure adherence to data privacy regulations and best practices in customer data management.

KRAs & KPIs

  1. CRM & Customer Data Management

· KRA: Maintain accurate, segmented, and actionable customer database.

· KPIs:

o % increase in active CRM users/customers

o Database growth rate & accuracy (duplicate/error rate

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