Purpose of Job This role is responsible to build trusting relationships with customers and maintain a strong engagement with them. The role will also identify opportunities to grow the customer base and build positive relationships with new customers. Duties and Responsibilities Define CRM schedules and action plans as well as coordinating execution, monitoring and reporting Create & manage targeted retention campaigns / promotions for all products Overall responsibility for B2C communications and VIP strategy HTML and dynamic content experience Define and manage CRM workflows from brief requests to production, delivery and reporting, coordinating with varying stakeholders and departments (CRM, IT, Design, Customer Support, Product, BI) Detailed reporting on all CRM and retention activity, KPIs Propose any necessary changes or improvements to processes and strategies to achieve KPI targets Product owner for CRM tools and platforms, including responsibility for expressing any needs for additional resources required for the team to ensure it delivers on targets and projects. Liaise with designers on creatives and marketing tools Direct Reporting CRM Team of executives Requirement Good data analysis and interpretation skills Creativity in finding ways to retain customers and ensure business growth Strategic and analytical way of thinking, agility and strong prioritization capabilities Ability to problem solve, think 'outside the box' and achieve results even when challenged by time, system or product limitations Multitasker with the can-do attitude and ability to produce results whilst working under pressure Strong organizational skills and attention to details