Team Leader

The CRM Team Leader is responsible for overseeing the day-to-day operations, strategy, and performance of the CRM team. This role ensures that customer data, engagement campaigns, and loyalty initiatives are managed effectively to drive customer retention, satisfaction, and lifetime value. The CRM Team Leader will lead a team of CRM specialists, collaborate cross-functionally with Marketing, Sales, IT, and Data Analytics, and ensure all CRM activities align with the organization’s business objectives.

• Lead, mentor, and develop a team of CRM executives/specialists.
• Set clear performance goals and ensure team members meet KPIs and project deadlines.
• Analyze customer data to identify insights, trends, and opportunities for targeted campaigns.
• Monitor customer feedback and collaborate with teams to address pain points.
• Conduct regular team meetings, performance reviews, and training sessions to enhance CRM capabilities.
• Identify opportunities to enhance CRM functionality through automation and new technologies.
• Oversee the integrity and accuracy of customer data within the CRM system.
• Support the design and execution of CRM strategies to increase customer engagement, retention, and loyalty.
• Produce regular performance reports (open rates, conversions, churn, etc.) and present actionable insights to management.
• Implement personalization strategies to improve campaign relevance and customer satisfaction.
• Map and optimize customer journeys to enhance engagement at every touchpoint.
• Manage CRM campaign calendars, segmentation strategies, and automation workflows.
• Work closely with IT and external vendors to maintain and optimize the CRM platform.
• Collaborate with stakeholders to ensure CRM initiatives align with broader marketing and sales strategies.
• Ensure best practices in data security, compliance (e.g., GDPR), and integration with other business systems (ERP, email marketing, etc.).

3. Data Management & Reporting

4. CRM System Management

2. CRM Strategy & Execution

• Strong knowledge of CRM platforms (e.g., Salesforce, HubSpot, Microsoft Dynamics, Zoho, etc.).
• Excellent analytical, communication, and project management skills.
• Understanding of customer segmentation, lifecycle marketing, and personalization.
• 3–5 years of experience in CRM management or customer marketing roles.
• Familiarity with data privacy regulations
• Bachelor’s degree in Marketing, Business, Data Analytics, or related field.
• Proven experience leading a team in a CRM, marketing automation, or data-driven environment.