NGO - CRM Manager

At ConnectedGroup, we are supporting a local non-profit organization dedicated to welfare and education, in the search for their CRM Manager.

The CRM Manager will lead a small team of dedicated individuals and will be responsible for leading CRM strategy and execution, with a focus on supporter, donor, or member engagement. The successful candidate will use data, customer insights, and marketing automation to improve acquisition, retention, engagement, and long-term value across multiple channels.

Responsibilities

• Develop and manage CRM strategies that support acquisition, retention, reactivation, and loyalty initiatives.
• Design, build, and optimise automated customer journeys across channels such as email, SMS, web, mobile, messaging platforms, events, and offline touchpoints.
• Segment audiences using behavioural, transactional, and demographic data to deliver relevant and personalised communications.
• Plan and execute testing programmes to improve campaign performance, engagement, conversion rates, and customer value.
• Own the CRM and marketing automation platform, including campaign setup, integrations, data management, system governance, and ongoing optimisation.
• Ensure data quality, consent management, privacy compliance, and effective use of customer data across the organisation.
• Work closely with marketing, fundraising, digital, communications, and other stakeholder groups to deliver a consistent customer experience.
• Develop and implement acquisition programmes that grow the active supporter or membership base through targeted campaigns and channel optimisation.
• Lead retention and upgrade strategies aimed at increasing engagement, repeat giving, customer loyalty, and long-term value.
• Analyse customer behaviour, campaign performance, and trends to provide actionable recommendations and support decision-making.
• Produce regular reporting and dashboards covering engagement, revenue, acquisition, retention, and return on investment.
• Manage and support the CRM team, including customer enquiries and service-related processes.
• Provide guidance and training to internal stakeholders on CRM best practice and campaign execution.
• Manage external suppliers or agencies where required and stay informed of industry developments, technology trends, and data regulations.

Requirements

• Degree qualification in marketing, communications, data analytics, or a related field.
• Significant experience in CRM, customer engagement, loyalty, fundraising, membership, or marketing automation roles.
• Strong track record of developing and optimising multi-channel customer journeys that improve acquisition, retention, engagement, and lifetime value.
• Hands-on experience with enterprise CRM or marketing automation platforms such as Salesforce Marketing Cloud, Microsoft Dynamics, or equivalent systems.
• Strong analytical skills, including audience segmentation, customer analysis, testing methodologies, and performance measurement.
• Experience developing acquisition and retention strategies, ideally within a membership, purpose-led, charitable, or customer-focused environment.
• Good understanding of CRM integrations, digital marketing technologies, payment or transaction systems, and customer databases.
• Strong project management and stakeholder engagement skills, with the ability to balance strategic planning and hands-on delivery.
• Experience leading or mentoring CRM, digital marketing, or customer engagement teams.
• Knowledge of data privacy and consent management requirements.
• Well-connected within relevant professional networks and able to build effective external partnerships.
• Experience working within Asia or other complex, multi-stakeholder environments would be advantageous.
• Fluency in Cantonese and English, Mandarin advantageous.

Interested candidates please click on Apply, please note only relevant parties will be contacted.