Country CRM (customer relationship manager) Leader

☞ Decathlon HQ Belgium

Vue: 105

Jour de mise à jour: 07-11-2025

Localisation: Evere Brussels Capital

Catégorie: Direction Marketing / RP

Industrie:

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le contenu du travail

Intro

Decathlon Belgium is looking for its new CRM Leader.
Thanks to your values and skills, you will contribute to supporting the Decathlon Belgium project with our customer database as a playground.

You are part of the customer network and enjoy teamwork, sports, and have a true passion for the customer.

The following values resonate with you, and you express them daily:

  • Vitality,
  • Authenticity,
  • Responsibility,
  • Generosity.

Job Description

The CRM Manager is responsible for designing, implementing, and managing the CRM strategy. Their main role is to understand and retain customers by maximizing their CLV (Customer Lifetime Value).

Main Responsibilities

1. Development of the CRM Strategy

  • Develop and deploy a customer-centric omnichannel strategy.
  • Segment the customer database and define personas for targeted campaigns.
  • Identify key moments in the customer lifecycle (acquisition, activation, retention, reactivation, loyalty).
  • Define strategies to improve each customer’s CLV (purchase frequency, average basket, loyalty).

2. CRM Campaign Management

  • Design and manage marketing campaigns (emailing, SMS, push notifications, etc.).
  • Define personalized and automated customer journeys using CRM tools.
  • Measure and optimize campaign performance (open rates, clicks, conversions, etc.).

3. Data Analysis and Reporting

  • Monitor and analyze KPIs related to customer relationships (retention rates, NPS, CLV, etc.).
  • Leverage customer data to identify growth opportunities or areas for improvement.
  • Provide regular reports and recommendations to marketing and sales teams.

4. Collaboration with Internal Teams

  • Work in synergy with customer, marketing, e-commerce, IT, data, sports, and international teams.
  • Ensure the consistency of CRM actions with other marketing initiatives.
  • Train teams on the use of CRM tools.

5. CRM Tools Management

  • Ensure optimal use of CRM platforms (Salesforce, Easyence).
  • Stay updated on technological innovations and CRM trends.
  • Collaborate with legal and cybersecurity teams to ensure the integrity and security of customer data.


Professional Skills

Analysis and Segmentation

  • Mastery of customer segmentation and data analysis techniques (e.g., advanced Excel, Tableau).
  • Proficient in data analysis to transform raw data into actionable insights for business teams.

Marketing Automation

  • Experience with automation platforms.
  • Skilled in designing multi-step workflows and complex scenarios.

Strategy and Planning

  • Ability to develop a CRM strategy aligned with business objectives.
  • Knowledge of omnichannel and phygital approaches.

Project Management

  • Capable of managing cross-functional projects within strict deadlines.
  • Expertise in budget management and ROI monitoring.

Technological and Regulatory Monitoring

  • Knowledge of regulations related to data management (e.g., GDPR, ePrivacy).
  • Awareness of digital trends such as personalization, AI, and data-driven marketing.

Human Skills

Leadership and Collaboration

  • Proven ability to unite and motivate multidisciplinary teams.
  • Excellent communication skills with various stakeholders (sales, data, legal, etc.).

Analytical Mind

  • Strong ability to interpret complex data and derive actionable insights.
  • Results-oriented approach with a meticulous focus on KPI monitoring.

Customer Orientation

  • Empathy and a deep understanding of customer expectations and behaviors.
  • Ability to translate customer needs into concrete actions.

Creativity and Innovation

  • High level of creativity in designing original and impactful campaigns.
  • Passion for experimentation and continuous improvement.

Adaptability and Resilience

  • Ability to thrive in a constantly evolving environment.
  • Effective management of stress and unexpected challenges.

Additional Information

  • Languages: Native proficiency in French or Dutch and fluent in English (written and spoken).
  • Tools: Proficiency in CRM tools and marketing automation solutions, with strong knowledge of data analytics tools.
  • You are willing to grow in the company and take on more responsibility in the long term
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Date limite: 22-12-2025

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