CRM Head

Quezon City, Metro Manila
Permanent
Full-time

1 month ago

We are seeking a strategic, data-driven, and digitally-savvy Head of CRM to lead the end-to-end management of our customer lifecycle from acquisition to retention, through high-performing digital campaigns. This role will be pivotal in shaping how we connect with customers at every touchpoint by leveraging CRM technologies and tools, ensuring a seamless and personalized experience.The Head of CRM will not only drive strategy and execution but will also lead a growing team composed of managers and associates. Strong leadership and team development skills are critical, as this role will be responsible for coaching, performance management, and alignment of CRM efforts with broader business objectives.SummaryCRM Strategy & Lifecycle Management

Own the full customer lifecycle journey: acquisition, onboarding, engagement, retention, and reactivation
Develop and execute a comprehensive CRM strategy to drive customer growth, increase engagement, and maximize lifetime value
Map and optimize the digital customer journey using data-driven insights

Digital Campaigns & Execution

Plan, launch, and manage multi-channel CRM campaigns (email, SMS, in-app, etc)
Oversee campaign segmentation, personalization, automation, and testing strategies
Collaborate with relevant departments to ensure campaigns are brand-aligned and user-centric

Data Analysis & Reporting

Analyze customer sentiments, behavior, campaign performance, and funnel metrics to uncover insights and identify opportunities
Build and present performance reports and dashboards to stakeholders
Use A/B testing and other analytics techniques to optimize campaign outcomes

Tool & Platform Ownership

Manage and optimize CRM platforms including Zendesk and Sprout; oversee integration with other marketing and support tools
Ensure proper tagging, tracking, and segmentation structures are in place
Stay up-to-date with CRM technology trends and recommend relevant tools to improve campaign performance

Revenue and Gross Profit Accountability

Set, track, and deliver departmental revenue and gross profit targets
Collaborate with relevant departments to ensure CRM efforts align with broader profitability goals
Continuously optimize campaigns to improve cost efficiency, conversion rates, and customer value

Cross-Functional Leadership

Serve as the internal CRM expert, collaborating closely with Marketing, PR, IT, Finance, and other teams to ensure alignment across customer initiatives.
Lead and manage a CRM team composed of managers and associates, providing clear direction, performance management, and development plans.
Drive a high-performance culture through effective delegation, mentorship, and cross-functional coordination.
Champion CRM best practices across departments and build CRM capability within the organization.

Other related duties as required or assignedEssential

Bachelor’s degree in Marketing, Business, or related field
5–8+ years of experience in CRM or lifecycle marketing, with at least 3 years in a leadership role
Proven track record in designing and executing digital CRM campaigns across multiple channels
Advanced knowledge of CRM platforms and tools (Zendesk, Sprout, HubSpot, Social Listening tools, etc)
Strong analytical skills; able to translate complex data into actionable insights and present them clearly to stakeholders
Experience with campaign automation, customer segmentation, and behavioral targeting
Familiarity with customer support workflows and omnichannel communication
Excellent communication, project management, and leadership skills
Strong business acumen and a customer-first mindset

Nice-To-Haves

Experience in B2C and/or subscription-based businesses
Facebook Certifications
Google Adwords Certified
Google Analytics

Mid-Senior Level / Manager Sales and Marketing Marketing / Advertising / Sales 1 opening Bachelor's degree graduateGet Hooked 360 is a Philippines-based digital marketing agency committed to drive businesses forward by making smart and creative campaign ideas come to life.Our mission is to empower brands to succeed through practical, flexible, and efficient use of digital that transforms brand awareness to brand advocacy.We offer end-to-end digital marketing tools and solutions to suit business needs. Strategy, creatives, media, community management and technology are developed in-house allowing us to offer our services with better flexibility, competitiveness and customization.Why Work With Us?Our strength lies in years of experience in corporate marketing, creative servicing and information technology honing our skills to understand your brand and business objectives and choose the right messaging, digital tools, and channel to strengthen your digital presence and get to your target market.Be Part Of Our TeamGet Hooked 360 strives to nurture a healthy and supportive work environment where everyone can thrive, enjoy rewarding personal relationships and work according to their abilities.Redefining the working environment of an agency, we believe that the role of both the management and its employees working together results in not only productive business outcomes but also relationships where the overall wellbeing of everyone is valued and encouraged.We value malasakit and we have a heart for our customers and our people.We believe that when we take care of our people, our people naturally takes care of our organization.We love life within and beyond work.

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