Description:
As a CRM Lead you will play a key role in delivering our consumer strategy and our targeted campaigns. You will be responsible for development, execution & continuous refinement of multi-channel consumer relations and the development of programs. The ideal candidate will have a solid background in CRM and marketing strategy and will be the overall owner of Customer Relationship Management. This role requires a high level of synchronization within the broader marketing team and communication channels in each country. This is a key role within the business that will carefully plan the execution of the consumer strategy and execute in an engaging manner within the highest quality standards.
Role Responsibilities:
- Develop strategies to generate lifetime customer value, retention, churn, loyalty & advocacy programs
- Work with all business areas to define and agree the CRM platform strategy (Mo- Engage
- Structure CRM activities with a view of maximizing KPI improvement, ROI & business impact
- Experience in documentation of functional/solution design and also in system/integration testing for MS Dynamics applications
- Lead the development of database marketing analytics, segmentation analysis, and other analytical techniques to improve consumer insight, retention and loyalty
- Ensure that we are prioritizing the right journeys and stories for development at the right time with careful analysis of the benefits that will be derived
- Manage key vendor relationships and databases, in formulating strategies, execution, asset deliverable management as well as the testing of SMS, emails, among other multi-channel communications
- Be the 'expert’ when it comes to Mo-Engage Marketing Cloud advising on best practice and identifying solutions in partnership with our strategic partner.
- Maximize performance of customer lifecycle journeys through testing
- Develop user guides by documenting how processes in CRM should be performed and kept updated
- Manage the quality and consistency of data capture across all customer touch points including digital and retail
- Present monthly reports and analysis
- Develop customer strategies to improve customer data capture and optimize ATV and CLV.
- Uphold data governance standards and ensure data is captured consistently and appropriately
- In charge of the Clientele strategy: targeting / briefs etc
- Analytics: monthly reporting by market (demographic & customer behaviour customer etc…) & setting up automatic dashboard / report in Service cloud
- Develop annual budgets and plans for the support and development of the CRM Platform
- Monthly CRM call with Area manager / Retail director to cover the following topic: data collection / Clienteling KPIS / Segmentation / VIP customers
- In charge of the VIP customer strategy: segmentation / targeting / monitoring ROI / Gifting strategy
- CX :in charge of the customer satisfaction in-store (set up survey + monitor feedback + work closely with the retail team to work on the action plan)
Skills, Qualification, and Competencies required to be successful in the role
- Minimum 6-8 years experience in CRM and retail//sales marketing strongly preferred with relevant experience in setting up and developing corporate level CRM programs & campaigns
- Experienced in complete implementation
- Experience and knowledge of Mo-Engage/ Marketing Cloud CRM
- Experience in developing and executing CRM strategies
- Experience with Mo-Engage service cloud advantageous
- Experience using a wide range of Marketing Cloud modules such as Email studio, Automation studio, Mobile studio, Journey builder, Content builder.
- Demonstrated experience in working with databases, data analysis, segmentation, and email marketing platforms.
- Experience in eMail analytics system and excellent excel skills are a must
- A bachelor’s degree or equivalent in Marketing, IT, BA, Economics or Finance