Senior Manager, Customer Relationship Management

Job Responsibilities :

Razer is seeking a data-driven and customer-obsessed CRM Manager to lead the strategy, execution, and optimization of our global CRM programs. You’ll play a key role in driving customer engagement, retention, and lifetime value across our D2C ecosystem—developing and leveraging email, SMS, push, and loyalty channels to deliver personalized, high-impact campaigns that resonate with gamers worldwide.

CRM Strategy and Execution

• Own the end-to-end CRM lifecycle strategy across acquisition, onboarding, engagement, retention, and win-back.
• Develop and execute multi-channel campaigns (email, SMS, push, in-app) that drive revenue and engagement.

Segmentation and Persoanlisation

• Build and optimise audience segments based on behavioural, transactional, and demographic data.
• Partner with product and creative teams to deliver personalised messaging that aligns with gamer personas and product launches.

Automation and Journeys

• Design and implement automated customer journeys and trigger-based communication using CRM tools (e.g. Salesforce Marketing Cloud)
• Continually test and optimise flows to improve open rates, CTR, and conversion.

Analytics and Reporting

• Define KPIs and track performance of CRM campaigns, providing actionable insights and recommendations.
• Measure impact on customer LTV, churn, and retention
• Present performance reviews and strategic recommendations to leadership on a regular basis.

Cross-Functional Collaboration

• Work closely with Product, eCommerce, Affiliate, and Regional Marketing teams to algin CRM efforts with broader business goals.
• Support campaign rollouts, including product launches, seasonal promotions, and loyalty initiatives.

Pre-Requisites :

• 4–6 years of experience in CRM, lifecycle marketing, or retention marketing—preferably in eCommerce, gaming, or consumer tech.
• Strong understanding of CRM platforms, customer data, and marketing automation tools.
• Proven track record of building and optimizing lifecycle campaigns that drive measurable business outcomes.
• Analytical mindset with experience in A/B testing, segmentation, and performance reporting.
• Passion for gaming and understanding of gamer behavior is a strong plus.
• Excellent communication and project management skills