CRM Manager

Lead day-to-day CRM delivery and call center implementation for Hyperstar, connecting the loyalty platform (Hiclub), customer data, lifecycle communications, and service workflows to improve retention, reactivation, and customer experience.

Key Responsibilities:

• Develop and manage CRM plans, timelines, deliverables, and vendor coordination.
• Oversee WebEngage integration with Technology and BI teams, ensuring data accuracy, tracking, testing, and system readiness.
• Develop and optimize RFM-based customer segments and lifecycle journeys to improve engagement, retention, repeat purchases, and reactivation.
• Plan and manage CRM campaigns across SMS, push notifications, and other approved channels, including targeting, frequency management, and A/B testing.
• Implement and optimize call center workflows in collaboration with CX and operational teams, including routing, scripts, SLAs, and reporting.
• Coordinate NPS surveys and post-purchase feedback initiatives, ensuring appropriate follow-up and continuous improvement.
• Monitor CRM KPIs and dashboards to evaluate retention, conversion, reactivation, and campaign ROI.
• Maintain CRM SOPs, user training, access controls, and operational documentation.

Challenges:

• Managing complex platform integrations and evolving technical dependencies.
• Ensuring customer data accuracy and consistency across systems.
• Aligning cross-functional teams and competing business priorities.
• Integrating online and offline customer data.
• Balancing customer engagement, communication costs, and data privacy.
• Building scalable CRM operations with limited resources.

Competencies:

• Hands-on experience in CRM systems and marketing automation.
• Strong knowledge of customer lifecycle management, RFM, and segmentation.
• Proficiency in campaign management, A/B testing, and performance analysis.
• Working knowledge of SQL, advanced Excel, and BI tools.
• Understanding of system integration and customer data management.
• Experience in project management and cross-functional coordination.
• Strong analytical, communication, and organizational skills.

Experience / Qualifications:

• Bachelor’s degree in Marketing, Business, Industrial Engineering, IT, Statistics, or a related field.
• Minimum 5 years of experience in CRM, lifecycle marketing, or customer engagement, including 2 years in project or team leadership.
• Proven experience in CRM/marketing automation implementation, with measurable retention and reactivation results.
• Experience managing large customer databases and omnichannel businesses.
• Proficiency in WebEngage or equivalent CDP/marketing automation platforms (required).
• Familiarity with Joolio or similar contact center tools (preferred).
• Experience in retail, grocery, e-commerce, or loyalty programs (preferred).
• Fluent in Persian and professionally proficient in English.