Work with the CRM lead in planning, defining and delivering CRM strategies and campaigns for key clients focused on customer retention and ongoing customer loyalty over time, working in close collaboration with the Account Leads on key accounts.
Work closely with client teams to map out Communication plans for the year focused on CRM KPIs, Lifecycle management and ongoing retention plan goals.
Serve as senior client and campaign manager running priority accounts across all aspects of CRM working closely with clients and the CREATE CRM Delivery team.
Work closely with Client HQ teams as well as regional marketing teams to ensure seamless implementation of marketing initiatives, ensuring all campaigns are delivered in a timely manner.
Manage the client's database and all uploads to ensure the CRM system serves as a central data warehouse across markets.
In collaboration with the CRM Lead and team, develop testing strategies/plans for all aspects of communication and segments to ensure the most effective approach is implemented and continually optimised.
Monitor customer engagement through program execution via Email/SMS and Push channels, supporting the data and analyst teams with reporting.
Have a good understanding of data/analytics to be able to understand customer segment/behavior to formulate and seamlessly manage campaigns as well as reporting requirements.
Regular reporting of progress on KPIs to Client and internal Business Heads including the preparation of insightful quarterly and annual reports for clients.
Manage, support and oversee cross functional teams (creative, development and execution) for operational outputs and day-to-day processes.
Deep understanding of how to set up, run communication strategies specific to CRM planning and campaign development.
Work with the CRM Lead to define CRM campaigns for clients across local and regional audience segments with a focus on retention marketing as well as promotional and transactional, shopper driven, segment-based email strategies with unique content driven by event, customer profiles, behaviors, triggers, etc.
Work with the creative team to ensure creative direction is correct against customer requirements/ profile ensuring proper messaging to the target customers.
Working with the CRM Lead, focus on constantly optimising and evolving client's CRM programs, including lifecycle trigger programs, transactional messaging and large-scale campaigns.
In collaboration with the CRM Lead, develop B2C (business to consumer) or B2B (business to business) integrated marketing campaigns with the aim of acquiring and retaining customers.
Manage the procedure, implementation, tracking and measurement of CRM campaigns via Email/Push/SMS mediums.
Brief and oversee the work of internal departments, such as designers, creative team and writers, who will deliver much of the campaign activity. This is done in collaboration with the campaign assistants.
Work within client allocated budgets, monitoring and reporting on overspend. Ensure that the client organisation's brand and identity is adhered to in campaigns and in all communication channels.
Deliver regular reports of campaign results, including analysis and evaluation of KPIs.
Maintain regular measurement of campaign ROI.
Train and mentor campaign assistants to ensure individual growth and learning.
Execute campaigns effectively, on schedule and on budget.
5+ years setting up and managing CRM campaigns with experience defining and setting up customer journeys supporting acquisition and retention strategies.
Understanding of omnichannel CRM systems like Responsys / Emarsys.
Team player with excellent written and verbal communication skills.
Ability to learn quickly and willing to apply new concepts.
Experience in a client facing role, independently running an account liaising and communicating with senior clients.
Experience developing strategies, executing campaigns with the creative/assistant team and compiling reports and presenting to clients weekly and monthly basis.
You know what to do
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