Assistant CRM Manager

Job description

MAIN JOB PURPOSE:

The Assistant CRM Manger is the champion of the use of personalised communications to drive better reach and engagement across Unilever's brands and categories.
This role is responsible for driving the adoption and increased usage of consumer data to personalise communications in South Africa.

As a key part of the global People Data Centre, this role exists to drive service and process improvement across the network.
The ideal candidate will be results-focused, plugged into the world of consumer engagement, and have a strong experience and understanding of the value of using CRM to drive increased reach and engagement.

JOB SUMMARY

· Champions the roadmap, adoption and engagement in South Africa for the roll out of CRM capability
· Develop and manage communication strategy that align to consumer lifecycle, behaviour and preference across digital channels
· Utilising insight to optimise consumer engagement through segmentation, statistical methods
· Work with cross functional teams to deliver data driven marketing tests to enhance the use of first party data across search, social media and programmatic campaign activity
· Advises on data driven marketing best practice and proactively publishes knowledge share updates as part of the CRM Community meetings
· Builds and champions innovation & case studies to unlock / demonstrate the business value of CRM and best in class thinking
· Responsible for regular update of the value / ROI delivered from deployed activities
· Works with regional resources to build repeatable marketing CRM programmes & toolkits for brand teams
· Ownership and responsibility to CRM campaign executions from a data stand point

· Secondary Responsibilities
· Stay up-to-date on industry & market best practices, and continually feed new thinking back into the business with regards to personalisation
· Review competitor and non-sector relationship driving programmes to use to inspire brands to increase investment in engagement
· Develop training guides and webcasts to educate business about CRM, working with Digital 2.0 and Connected World training team. Ensuring all information is published on the Unilever Digital Hub.

· Interfaces:
· The incumbent will work with cross functional teams (Brands, Media, Legal, Ecommerce, etc.) to drive data driven marketing
· Briefs and co-ordinates the team of Database & Campaign Analysts
· Working with regional team to identify opportunities and prioritise work streams
· Understand and articulate customer needs in business and more technical vocabulary
· Work with marketing stakeholders/ agencies and understanding of their likely challenges and information requirements

KEY REQUIREMENTS

· Bachelors Degree
· A minimum of 3 years CRM experience
· Passion for the digital world and its implications for business
· Strong analytical skills and appreciation of coding languages, data sources, data matching and data acquisition with database management skills
· Experience planning & delivering people relationship management campaigns (Email / SMS marketing / Media)
· Project management experience, particularly around managing delivery or implementation
· Experience executing personalised communications & tracking the impact of different personalisation techniques to drive business value
· Experience co-ordinating the introduction of a new internal service or capability at a major organisation.
· Good working knowledge of digital media including programmatic ideally
· Strong knowledge of Adobe Marketing Cloud suite (or similar)
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