SUMMARY
The Assistant Manager, CRM will be responsible for architecting and overseeing the customer engagement and loyalty roadmap for BIG Pharmacy.
This role will not only design the CRM roadmap but also get hands-on with our MarTech stack to build, deploy, and optimize data-driven journeys. Reporting to the Head of Digital & CRM, you will lead the junior to drive repeat purchases, minimize churn, and maximize customer lifetime value through a blend of strategic planning and technical execution.
Key responsibilities
Lifecycle Ownership:
- CRM Roadmap: Design and lead the overarching CRM strategy, ensuring alignment with the departments vision and group-wide business objectives, including lifecycle communications, couponing, and loyalty mechanics.
- Advanced Lifecycle Frameworks: Move beyond basic execution to build complex, automated always-on customer journeys across owned channels, incorporating vouchers, rewards, and loyalty triggers to drive acquisition, cross-sell, and win-back.
- Loyalty P&L Support: Oversee the commercial health of loyalty programs, including points earn & burn mechanics, coupon structures, and reward funding, ensuring programs are attractive to customers and sustainable for the business.
Data Intelligence & Personalization:
- CDP & Marteech Oversight: Take ownership of the CRM tech stack (e.g. Braze, MoEngage, Clevertap or similar), ensuring seamless data flows between CDP, loyalty systems, coupon engines, and execution channels.
- Advanced Segmentation: Develop sophisticated customer personas and behavioral segments to enable personalized voucher targeting, points acceleration campaigns, and next-best-offer strategies.
- Predictive Modeling: Partner with stakeholders to embed predictive use cases into live CRM and loyalty campaigns.
Team Management & Collaboration:
- Mentorship: Manage & coach teammate, covering campaign execution, voucher setup, loyalty logic, performance analysis, and operational best practices.
- Cross-functional Collaboration: Work closely with E-commerce, Marcom, Product, and Operations teams to support end-to-end campaign execution
- Stakeholder Management: Act as the key CRM point of contact to ensure campaigns are operationally sound, timelines are met, and customer communications are consistent across channels.
- Budget Management: Monitor and optimize CRM-related budgets, including tool subscriptions, voucher costs, and loyalty funding, with a strong focus on ROI.
Performance & Optimization:
- Reporting Frameworks: Define KPIs and dashboards that track CRM, voucher, and loyalty performance
- Experimental Culture: Lead A/B testing across messaging, incentives, and mechanics, documenting learnings to continuously refine campaign effectiveness.
Requirement :
- Education: Bachelor's degree in Marketing, Business, Data Science, or a related field.
- Experience: 4+ years of experience in CRM, Loyalty, or Retention Marketing, with at least 1-2 years in a supervisory or senior capacity.
- Industry: Proven track record in Retail, E-commerce, or Healthcare/Pharmacy is highly preferred.
- Technical Mastery: Hands-on proficiency in marketing automation platforms (e.g Braze, MoEngage, Insider, Emarsys or equivalent ).
- Strong proficiency in data visualization (Tableau/Power BI) and a solid understanding of how SQL/Data Warehousing supports CRM.
Soft Skills:
- Strategic thinker with the ability to connect the dots across multiple data points.
- Strong presentation skills - able to sell CRM strategies to senior leadership.
- Highly organized with experience managing complex, multi-brand projects.
