Senior Manager, Customer Relationship Management

This is a fully remote position, open to applicants in Bulgaria, +1 more country.

📋 Description

• Responsible for overseeing the implementation of CRM programs, contact strategies, and lifecycle campaigns across relevant customer channels to enhance retention, engagement, and service effectiveness.

• Creates customer segments, journey rules, and personalization strategies to facilitate targeted communications and provide more relevant experiences for customers.

• Manages CRM platform administration, ensures data quality, and integrates with customer support and related operational systems to enhance accuracy, visibility, and process efficiency.

• Evaluates customer, campaign, and service data to uncover trends and suggest enhancements for automation, self-service, and proactive support.

• Works collaboratively with marketing, sales, service, product, and analytics teams to synchronize CRM priorities, customer journeys, and operational processes with business objectives.

• Drives the adoption of CRM workflow improvements and oversees privacy-conscious practices to enable scalable execution and foster customer trust.

• Oversees team performance, prioritization of workloads, and talent decisions to maintain quality of delivery and enhance capabilities within CRM operations.

⛳️ Requirements

• A Bachelor's degree in marketing, business administration, communications, customer management, or a related discipline, or equivalent experience is required.

• A minimum of 7 years of experience in customer relationship management, lifecycle marketing, retention marketing, customer operations, or a related field is necessary.

• At least 3 years of experience in a management role is required.

• Certification in CRM platform administration, customer service platforms, or project management is preferred.

🏝️ Benefits

• Benefit offerings outside the US may vary by country and will be aligned with local market practices. The eligibility and effective date may differ for certain benefits and for team members covered under collective bargaining agreements.