ROLE:
A critical role within the organization, reporting directly to the Head of CRM and working closely with Marketing, Commercial Excellence, IT, Procurement and external vendors to deliver campaign / program solutions that drive positive business outcomes. The role includes project and stakeholder management, prioritization, technology application and implementation, vendor management, performance management and tracking / reporting.
RESPONSIBILITIES:
- Operational process design and implementation Target Operating Model. Working with the IT team and external vendors to source and implement the most appropriate technological solution for the business initiative.
- Auditing/Identification and optimization of campaign strategies and other factors impacting program performance. Identification of trends, issues, gaps and performance improvement opportunities across all CRM programs on a continuous basis.
- Provide strategic guidance and recommendations on increasing NU and sales for the brands
- Support strategic campaign planning activities including working with the Operations Manager and CRM Manager Analytics to identify key performance metrics to track, required resources and systems integrations required and development of end-to-end project plans.
- Liaise with Brand teams, and other related parties on program setup, execution and operational reporting/analyses.
- Daily operations management duties include supervising campaign execution and resolving campaign operational issues.
- Create and update internal CRM Operations procedure documents as needed.
- Schedule campaign WIP meetings and circulate follow-up actions.
- Manage and resolving campaign operational issues.
REQUIREMENTS
Experience
- At least 5 years of experience in CRM including platform design and management, customer lifestyle segmentation, and omni-channel marketing.
- Strong background in project and stakeholder management
- Experience in developing customer acquisition, re-engagement and retention strategies
- A Confident and articulate communicator capable of inspiring strong collaboration in an organization, equally confident in presenting to junior executives and senior leaders within the organization, tailoring the content and delivery accordingly
- Excellent problem-solving skills along with the ability to understand and apply analytical judgment
- Ability to break down complex problems into manageable goals and actions
- Proven ability to navigate complex organization and build collaborative relationships across departmental lines
- Knowledge of the latest industry technologies, able to review and provide the business with platform recommendations
- Solid understanding of business planning, marketing testing and reporting methodology
- Ability to multi-task and work under tight and/or shifting deadlines; Ability to prioritize tasks based on business impact and manage time appropriately within a fast-paced environment
Education
- Preferably in Marketing, Finance, Project Management, or General Business
- Six Sigma and Salesforce certification will be a plus
Skills Required
- Organization and planning kills
- Analytical thinking
- Reporting skills Behavioral / Leadership Skill (Competencies required for role)
- Interpersonal skillS
- Problem solving skills
- Time management Language Skill (any specific language required)
- Good command of English Computer Skill (any specific Computer Skill required)
- SQL, Visio, MS Project, Six Sigma
