Sr. CRM Manager

The Senior Manager – CRM & Call Center leads end-to-end consumer relationship strategy and operations, transforming CRM and Call Center into growth, retention, insight, and trust engines while ensuring excellent consumer experience and compliance. What We Ask Strong experience in CRM, consumer lifecycle marketing, or customer experience Proven leadership in Call Center operations or vendor management Strong analytical capability with hands-on exposure to consumer data & insights Ability to work cross-functionally in a matrix organization Strategic mindset with strong stakeholder and people leadership skills Experience in FMCG or consumer-facing business is a plus

What We Offer Opportunity to lead consumer relationship transformation at scale High exposure to senior leadership and cross-functional stakeholders Ownership of CRM strategy, data, and consumer touchpoints A role with real impact on consumer trust, retention, and business growth Collaborative environment with strong brand and category partnership

Vacancy Description CRM Strategy & Lifecycle Management Lead end-to-end CRM strategy across acquisition, engagement, retention, and loyalty Design and optimize consumer lifecycle journeys across Powder, RTD, and Masterbrand Drive segmentation, personalization, and automation across CRM channels Ensure CRM is tightly integrated with media, digital, and brand activities

Data, Insights & Performance Own CRM data framework, dashboards, and performance tracking Translate consumer data into actionable insights for marketing, innovation, and CX Define and track KPIs including active base, repeat rate, retention, LTV, churn, engagement

Call Center Leadership Lead Call Center operations (inbound & outbound) across brands and categories Expand Call Center role beyond complaints into education, engagement, and retention Improve CSAT, NPS, resolution time, and service quality Ensure strong vendor management and operational excellence

Governance, Compliance & Risk Ensure compliance with data privacy, consumer protection, and regulatory standards Own SOPs, crisis management, and escalation frameworks Ensure accurate documentation, reporting, and platform governance

Staying true to who you really are, that is your starting point at FrieslandCampina. Because it is precisely by embracing our differences that we can grow together. We want to create a working environment that allows all employees to bring their best and authentic selves. If who we are suits you, but you're not sure if you're the best fit for the role, we still encourage you to apply so we can help you find the role that fits you best. Team Details Reports to: Head of Media Works closely with: Head of Category (RTD and Powder, SCM, and Masterbrand) Head Strategy & Insight Brand Managers Media, Digital & E-commerce teams Legal, Quality & Corporate Affairs

Leads / Oversees: CRM team Call Center operations (internal or vendor-managed)