CRM & Data Manager

Job description

The CRM & Data manager will be responsible for developing Client's knowledge, shaping journeys according to personae, and building a data-strategy to increase clients' loyalty & drive sales.

This position will oversee the development of CRM initiatives, the implementation of BI tools, and the set-up of cross-department reporting. Leveraging on test & learn approach, customer insights, and local feedback, you will be optimising the client life cycle across mediums. The candidate will help us to develop elaborated strategies, to allow a global approach, a personalised communication scheme, and an elaborated loyalty plan.

THE ROLE

Lead customer insights & data-strategy

· Manage current reporting to provide to the business across areas meaningful insights and suggestion actions with the CRM analyst
· Develop new data enrichment strategies to improve client's 360 view
· Manage data-mining initiatives to improve client's understanding with third party provider
· Pilot single customer view project across initiatives, channels and regions
· Provide requirements for large scale data segmentation and profiling projects to enable better tracking of customer segment migration
· Participate in UAT, Change Requests meeting, Enhancements committee to improve client's view
· Partner with media team on media and social CRM initiatives, to profile customers and recommend target groups


Develop Marketing Campaigns & Client's lifecyle


· Create and develop the CRM campaign strategies across all key customer segments globally and per region leveraging Salesforce, liaising with all relevant stakeholders (eCommerce, clienteling, brand marketing, merchandising, ect.)
· Support the ideation of lifecylcle / customers journeys based on relevant triggers
· Manage the implementation and execution of multiple cross-markets, cross-mediums campaigns
· Work closely and ensure great communication with local markets & other departments during the campaign period
· Work closely with the email marketing team to execute email programs to drive retention
· Work closely with marketing to forecast CRM initiatives incremental sales and ensure that financial targets are met

Build & oversee reporting

· Analyse campaign data to gather actionable insights and suggest optimization strategies
· Manage customer analysis driving concise and focused insight and understanding about our customer to all relevant teams within the business
· Own the customer insights reporting suite and identify channel specific customer trends to build CRM strategies
· Set and monitor KPI's for customer retention and build multi-channel programs to achieve these targets including emails, paid social/media CRM, direct mail, clienteling, events, gifting, etc

Desired profile

Qualifications :

EXPERIENCE

·  Familiar with CRM platforms such as Salesforce, Google Analytics, 1to1 App - a consolidated Salesforce knowledge is a plus
·  Previous experience in implementing new CRM / Data platforms, especially Salesforce
·  Embrace a challenging and fast-paced work environment and to manage multiple tasks simultaneously while meeting tight deadlines
·  Solid analytical abilities/background in propensity modelling, customer profiling and targeting, direct to consumer communications, retention approaches (lifecycle programs etc)
·  Excellent communication skills and ability to present complex data clearly and strategically to multiple levels of management in an easy to understand manner with clear recommendations
·  Extremely strong customer focus – ability to see from the customers perspective while remaining brand and business right
·  Team player; ability to work with all business divisions in a proactive manner and drive results
·  Ability to build strong relationships on a cross-functional basis at various levels within the business
·  Instinctive commercial drive
·  University graduate, ideally of degree standard or equivalent with a mathematical, analytical and/or statistical component
·  At least 3 - 6 years in CRM and ideally in Ecom digital marketing
·  Proactive self-starter with ability to work independently and creatively solve problems
·  Positive, enthusiastic individual with a 'can do' attitude