Customer Relationship Management Manager Job at Ashcorp

Ashcorp is a global group that is the leading fashion retail company in Africa, with over 100 internationally coveted designer brands via ASHLUXURY.com and we are dedicated to fostering the development of a suite of socially conscious and impactful minority led brands via YAART PROJECT. Some of our brands include ashluxe, plus234Labs and vertical rave. Our Design Ethos is: Exploring native aesthetics through the lens of aspiration, tailoring, streetwear, sportswear and lifestyle in a contemporary sense. Founded in 2017 by Yinka Ash, Ashcorp operates branches in Lagos and London.

We are recruiting to fill the position below:

Job Position: Customer Relationship Management Manager

Job Location: Lagos
Job type: Full-time
Industry: Retail Luxury Goods and Jewelry

Role Overview

• We are seeking a strategic and innovative CRM Manager to lead customer retention initiatives and drive brand loyalty for our luxury fashion e-commerce business.
• This role will focus on developing and implementing data-driven retention strategies to maximize customer lifetime value, enhance engagement, and strengthen our connection with high-value clients.

Key Responsibilities
Retention Strategy Development:

• Create and execute retention marketing strategies to increase customer loyalty and reduce churn.
• Segment customers effectively and personalize retention campaigns to address distinct customer needs and preferences.

Loyalty & Personalization:

• Enhance the loyalty program, creating tiered benefits and exclusive perks to reward repeat customers.
• Develop and execute strategies for personalized recommendations, styling tips, and curated content based on customer preferences.

Email, SMS, and Loyalty Programs:

• Oversee the creation and optimization of email and SMS marketing campaigns, ensuring high engagement and ROI.
• Lead the development and management of loyalty programs to encourage repeat purchases.
• Design and execute VIP customer programs to build long-term relationships with high-value clients.

Analytics and Reporting:

• Analyze customer data and campaign performance to measure success and identify areas for improvement.
• Collaborate with the data team to develop retention-focused KPIs and dashboards.
• Present actionable insights and recommendations to stakeholders.

Cross-Functional Collaboration:

• Work closely with the e-commerce, product, and creative teams to align retention efforts with overall brand strategy.
• Collaborate with customer service to identify pain points and enhance the customer experience.

Lifecycle Marketing:

• Develop lifecycle marketing strategies, including onboarding, engagement, and reactivation campaigns.
• Test and refine automated workflows to maximize efficiency and impact.

Brand Voice and Aesthetics:

• Ensure all retention marketing materials align with the luxury brand’s tone, voice, and aesthetic standards.

Customer Insights and Analytics

• Analyze customer purchase history, engagement trends, and demographics to derive actionable insights.
• Monitor CRM KPIs such as retention rate, average order value (AOV), and frequency of purchase.
• Prepare and present reports on campaign performance, customer behavior, and ROI to key stakeholders.

Qualifications & Experience

• Bachelor' Degree in Marketing, Business, or a related field; advanced degree preferred.
• 7+ years of experience in retention or lifecycle marketing, ideally in the luxury or fashion e-commerce space.
• Expertise in email marketing platforms (e.g., Salesforce Marketing Cloud) and CRM tools.
• Strong analytical skills with proficiency in tools like Google Analytics, Tableau, or similar.
• Experience with customer segmentation and personalization strategies.
• Understanding of luxury customer behavior and expectations.
• Excellent communication and project management skills.
• Creative mindset with a strong eye for luxury branding and design.
• Knowledge of email marketing best practices, deliverability, and compliance.
• Familiarity with digital marketing channels and strategies, including social media, paid media, and SEO.

Skills:

• Demonstrated ability to drive retention and customer engagement in a retail environment.
• Expertise in CRM platforms such as Salesforce, HubSpot, or similar, with a strong grasp of automation.
• Familiarity with e-commerce platforms like Shopify, Magento, or custom solutions is preferred
• Hands-on experience with CRM platforms such as Salesforce, HubSpot, Klaviyo, or similar.
• Proven track record of driving customer retention and revenue growth through CRM strategies.

Method of Application
Interested and qualified candidates should send their CV to: careers@ashcorpgroup.com using the Job Position as the subject of the mail.