Crm Manager

Hard Skills

- Customer Relationship Management (CRM) Platforms: Salesforce, HubSpot, Oracle Eloqua

- Campaign Automation & Workflow Design

- Data Segmentation & Customer Profiling

- Data Analytics & Reporting (Google Analytics, Tableau)

- AI-driven Personalization Tools

- API Integration & Data Migration

- A/B Testing & Optimization

- GDPR & Data Privacy Compliance

Soft Skills

- Strategic Thinking

- Cross-functional Collaboration

- Project Management (Agile, Scrum)

- Communication & Stakeholder Engagement

- Problem-solving & Critical Thinking

- Customer-Centric Mindset

*Senior CRM Manager*

*InnovateTech Solutions, San Francisco, CA*

June 2022 – Present

- Led a team of 6 CRM specialists to develop automated customer journeys, increasing email open rates by 25% and conversion rates by 18% over two years.

- Implemented AI-driven personalization using predictive analytics, reducing churn by 12% and boosting lifetime customer value.

- Collaborated with marketing, sales, and product teams to unify customer data across platforms, enabling 360-degree view and targeted segmentation.

- Designed and executed multichannel campaigns (email, SMS, push notifications) resulting in a 30% uplift in cross-sell and upsell opportunities.

*CRM & Data Specialist*

*BrightWave Marketing, New York, NY*

August 2018 – May 2022

- Managed end-to-end CRM operations, including system upgrades, data cleansing, and user training for Salesforce.

- Developed a dynamic customer segmentation framework based on behavioral and transactional data, leading to personalized marketing efforts.

- Analyzed campaign performance data to optimize messaging strategies, achieving a 20% increase in engagement metrics.

- Led migration of legacy CRM data to Salesforce, ensuring compliance with GDPR and internal data governance policies.

*CRM Analyst*

*NextEra Retail Group, Chicago, IL*

July 2015 – July 2018

- Monitored campaign analytics and generated insights that guided marketing strategy adjustments.

- Supported CRM database administration and user onboarding, reducing onboarding time by 40%.

- Crafted detailed reports on customer engagement and retention, influencing loyalty program enhancements.

**Bachelor of Science in Marketing & Data Analytics**

University of Illinois, Urbana-Champaign, IL

Graduated: 2015

- Salesforce Certified Marketing Cloud Consultant, 2023

- HubSpot Content Marketing Certification, 2021

- Google Data Analytics Professional Certificate, 2022

- **AI-Powered Personalization Initiative:** Led a pilot project integrating machine learning algorithms within Salesforce Marketing Cloud, achieving a 15% increase in email engagement.

- **Omnichannel Campaign Revamp:** Redesigned communication flows to include SMS, push, and in-app messaging, resulting in a 25% uplift in customer interaction across channels.

- **Customer Churn Reduction Program:** Developed predictive models to identify at-risk customers, enabling targeted retention offers that decreased churn by 10%.

- Salesforce Marketing Cloud, HubSpot, Oracle Eloqua

- Tableau, Google Analytics, Power BI

- Zapier, Segment, MuleSoft

- SQL, Python (basic scripting)

- A/B Testing Platforms (Optimizely)

- English (Native)

- Spanish (Fluent)