A warm and inviting space filled with fresh cut flowers, an overflowing bookcase, freshly baked breads & patisserie, the heartwarming scent of fresh coffee and relaxing music set within some of Nairobi’s most dynamic malls; Artcaffé is a haven from hectic city life. We give our customers a place to rest and relax over great food and drinks made by our passionate team of chefs, baristas and mixologists, to ensure each visit is a memorable experience.

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CRM Manager

Job Type

Full Time

Qualification

BA/BSc/HND

Experience

5 - 7 years

Location

Nairobi

Job Field

Customer Care

About the Role

Artcaffé is looking for a data-driven and customer-focused CRM Manager to join our team. This role is ideal for someone who is passionate about building meaningful customer relationships, leveraging data insights, and driving engagement and loyalty.

As CRM Manager, you will own and optimize our customer relationship management strategy. You'll be responsible for enhancing customer journeys, increasing retention, and driving personalized communication across all touchpoints.

Key Responsibilities

• Develop and execute CRM strategies to drive customer acquisition, engagement, and retention
• Manage and optimize CRM platforms and customer databases
• Design and implement targeted campaigns (email, SMS, loyalty programs)
• Analyze customer data and behavior to generate actionable insights
• Segment audiences to deliver personalized and relevant communications
• Track, measure, and report on campaign performance and ROI
• Continuously improve customer journeys and lifecycle strategies

Requirements

• 5-7 years of experience in CRM, marketing, or customer engagement roles
• Strong analytical skills and experience working with customer data
• Experience with CRM tools/platforms (e.g., HubSpot, Salesforce, or similar) as well as managing loyalty programs
• Strong understanding of customer segmentation and lifecycle marketing
• Strong project management and organizational skills
• Excellent communication and collaboration skills
• Experience in F&B, retail, or lifestyle brands is a plus
• Familiarity with automation tools and AI-driven marketing solutions is a plus

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Primary & Secondary Schooling (K-12)

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• Develop and execute CRM strategies to drive customer acquisition, engagement, and retention
• Manage and optimize CRM platforms and customer databases
• Design and implement targeted campaigns (email, SMS, loyalty programs)
• Analyze customer data and behavior to generate actionable insights
• Segment audiences to deliver personalized and relevant communications
• Track, measure, and report on campaign performance and ROI
• Continuously improve customer journeys and lifecycle strategies

• Strong analytical skills and experience working with customer data
• Experience with CRM tools/platforms (e.g., HubSpot, Salesforce, or similar) as well as managing loyalty programs
• Strong understanding of customer segmentation and lifecycle marketing
• Strong project management and organizational skills
• Excellent communication and collaboration skills

• BA/BSc/HND
• 5-7 years of experience in CRM, marketing, or customer engagement roles
• Experience in F&B, retail, or lifestyle brands is a plus
• Familiarity with automation tools and AI-driven marketing solutions is a plus