CRM Manager Job Description Template for Recruiters and Hiring Managers

The CRM Manager is responsible for defining and delivering customer relationship strategies that drive acquisition, retention and lifetime value. Applicants should be experienced CRM professionals with strong analytical skills, a customer-focused mindset and the ability to work across marketing, sales and product teams.

CRM Manager Job Profile

The CRM Manager develops and maintains the organisation's customer relationship management strategy to support commercial objectives. This role translates business goals into actionable customer journeys, segmentation and campaign plans while ensuring data integrity and compliance.

The purpose of the role is to optimise customer interactions across lifecycle stages, measure the impact of activity through clear KPIs and continuous improvement, and to provide insight and governance for CRM operations.

CRM Manager Job Description

The CRM Manager plans, executes and evaluates CRM activity to maximise customer engagement and value. Day to day responsibilities include designing customer journeys, overseeing campaign delivery, analysing performance and working with stakeholders to refine targeting, messaging and timing. The role requires a balance of strategic planning and hands-on execution, with ownership of reporting and optimisation.

The post operates in a cross-functional environment and involves regular collaboration with marketing, sales, product and data teams. The CRM Manager is expected to set clear KPIs, produce actionable insight, maintain high standards of data quality and ensure that customer communications comply with legal and organisational requirements.

Success in the role will be measured by improvements in retention, conversion and lifetime value, efficient campaign delivery and the ability to translate customer data into commercially relevant recommendations.

CRM Manager: Duties and Responsibilities

• Develop and maintain a coherent CRM strategy aligned to business objectives and customer lifecycle stages
• Design and manage end to end customer journeys, including onboarding, retention and reactivation programmes
• Plan, brief and oversee campaign execution to ensure timely and accurate delivery
• Develop customer segmentation strategies to improve targeting and personalisation
• Define and monitor KPIs and build regular performance reports for stakeholders
• Analyse campaign and customer data to identify trends, opportunities and areas for optimisation
• Lead A/B and multivariate testing to validate hypotheses and improve outcomes
• Ensure data quality, hygiene and governance for CRM data sets and lists
• Coordinate with marketing, sales and product teams to align messaging and handover processes
• Manage CRM-related projects, timelines and stakeholder communications
• Document processes, playbooks and workflows to support consistent CRM operations
• Provide training and support to colleagues on CRM processes and best practice
• Ensure customer communications comply with data protection and consent requirements
• Identify and implement process improvements to increase efficiency and campaign effectiveness

CRM Manager: Requirements and Qualifications

• Degree in business, marketing, analytics or a related discipline, or equivalent practical experience
• 3+ years' experience in CRM, customer lifecycle or data-driven marketing roles
• Proven ability to develop and execute CRM strategy and customer journeys
• Strong analytical skills with experience in data interpretation and reporting
• Practical experience of segmentation, testing and campaign performance measurement
• Excellent communication and stakeholder management skills
• Project management capability with attention to delivery, timelines and quality
• Knowledge of data protection principles and consent management
• Experience documenting processes and delivering training to cross-functional teams
• Problem solving mindset with the ability to prioritise competing demands
• Attention to detail and commitment to maintaining data accuracy and governance
• Desirable professional qualification in marketing, analytics or a related field