A digital strategist, expert in CRM & Loyalty Program.
My journey
When people ask me what I do on a day-to-day, it's always hard to explain.
They think I just send e-mails, but it's much more than that...
As a CRM & Loyalty Manager, my responsibilities involve both operational and strategic tasks.
Operationally, I build CRM roadmap, oversee email & SMS campaigns, ensuring that the right information is sent, at the right time, to the right person.
I manage customer databases, segmenting them for targeted marketing campaigns. Additionally, I analyze data to derive insights for personalized interactions with customers and to send them relevant communications based on various criteria.
Strategically, I develop and implement a loyalty program to enhance customer retention.
This includes designing a promo calendar, reward structures, assessing program effectiveness, and iterating based on data-driven insights.
I collaborate with cross-functional teams to align CRM efforts with broader marketing strategies.
Continuous monitoring of industry trends and emerging technologies helps me optimize our approach for long-term customer engagement and satisfaction.
Digital E-Commerce CRM O+O O2O Loyalty Program
Personalization Customer Engagement A/B Testing
Cross-selling & Upselling Customer Segmentation CLV
Retention Customer Journey Mapping Analytics
Data-driven insights Reporting
CRM & Loyalty Manager specialized in cultivating strong customer relationships and driving brand loyalty.
Passionate about digital and mainly customer-centric, I have a strong expertise in CRM and D2C/B2B online-to-offline (O+O) environments.
Experienced in building effective email automation strategies, personalization, A/B testing and customer segmentation. I have demonstrated great results over the years, leading successful acquisition and retention campaigns (email & SMS), implementing loyalty program, managing digital projects, which have led to increased CRM WOB.
Data-driven and results-oriented, I like working in collaborative environments and I'm eager to share my knowledge with others.