Customer Relationship Management Manager

Responsibilities

• Design and oversee programs to capture high-quality consumer data across multiple touchpoints, including retail programs, digital lead generation, patient support programs, sales team referrals, and website registrations
• Develop and maintain detailed maps of the diabetic consumer and caregiver journey, identifying key "moments of truth" to trigger timely interventions
• Execute a seamless communication strategy using Viber, SMS, and Direct Mail to deliver personalized educational content, seasonal greetings, and discount coupons
• Implement automated "Nurture" and "Re-activation" flows to move consumers from first-time trial to long-term brand advocates (Subscription/Replenishment models)
• Build and maintain performance dashboards to track KPIs such as Acquisition Cost (CAC), Retention Rate, and Lifetime Value (LTV)
• Collaborate with the Sales and IT teams to integrate CRM data with secondary sales data to ensure a "360-degree view" of the consumer and pharmacy-level pull-out
• Oversee specialized tele-outreach for high-touch feedback, product satisfaction surveys, and replenishment reminders
• Maintain strict adherence to data privacy laws and medical marketing ethics

Job Requirements:

Required Qualifications & Skills

• Minimum 5–10 years of experience in CRM, Loyalty Marketing, or Digital Lifecycle Management
• Proven track record in managing Viber/SMS marketing and digital data acquisition
• Prior experience in Healthcare, Pharmaceuticals, or FMCG with a focus on "Patient/Consumer Programs" is highly preferred
• Experience linking CRM activities to actual sales growth or retail sell-out
• Proficiency in CRM platforms and automated messaging tools (Viber Business, SMS Gateways)
• Expertise in Excel, Power BI to create and interpret CRM dashboards and consumer behavior trends
• Ability to visualize and document complex consumer lifecycles and "If/Then" communication logic
• Strong ability to coordinate data flows between Sales, Marketing, and PR team

Working Time:

Job Benefits:

Employer details:

Industry Leading Pharmaceutical Company

Salary:

Negotiable

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