Job | Global CRM Director, JN -112020-17619 | Badenoch + Clark

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Opportunity

We are looking for a CRM Manager with at least 10 years’ experience who combines a visionary mindset and strategic thinking with pragmatism and a down-to-earth approach. He/She will be focused on B2C and will help the company to:

  • Drive a customer-centric vision to help us to put customer knowledge at the center of any direct marketing / direct sales B2C initiatives
  • Translate business goals into CRM marketing program objectives and strategies that facilitate attracting new customers and extracting more value from existing customers
  • Drive quality of data in order to identify the key insights that can profile customers and establish an individual relationship between them and our brand

Responsibilities

You will be responsible for:

  • Ensuring the database is clustered effectively for targeted marketing activities: proper customer profiling, indexes, prediction scores, directional adjustments;
  • Connecting SFDC (Salesforce) database with the legacy platforms to enhance profiling and segmentation to develop personas;
  • Developing marketing campaigns to attract more inbound contacts and help cross-up sell on existing customers, working closely with marketing, media, and digital / e-commerce;
  • Improving CRM platform structure and architecture ensuring it works seamlessly across the organization and captures all required information at key points in the customer key moments of interaction with the company;
  • Mapping and designing Customer Journey via analyzing key moments of truth across all the touchpoints and producing thorough analyses of customer journeys and behaviors to maximize commercial opportunities;
  • Developing marketing campaigns to attract more visitors and increase online sales working closely with marketing, media, and digital / e-commerce;
  • Managing daily campaign activities and tracking individual and group performance via key performance indicators (KPI’s);
  • Developing and producing fact-based scorecards and reports to monitor ROI;
  • Interacting with IT to ensure seamless information consistency and DB integration;
  • Paving the way for database marketing exploitation through campaign management tools that help sales & marketing to finalize targeted event-driven campaigns with specific direct response call to actions;
  • Combining small data and big data to clean-up, organize, enrich CRM database and effectively profile customers.

Skills

You should have:

  • Preferably degree in Engineering, Statistics or Math;
  • Proven experience in CRM and Customer Experience;
  • Strong background in customer acquisition, activation, retention strategies, with strong knowledge of direct marketing and expertise in one-to-one digital marketing;
  • Analytical and data-driven;
  • SFDC (or equivalent) knowledge including triggered event, journey, Campaign Management expertise (across email, SMS, push-notification);
  • Track records of exposure to Customer Experience Management;
  • IT ecosystems and architectures understanding;
  • Data mining and clustering techniques, query and DB management;
  • Great communication skills;
  • Self-starter, takes initiative, with the ability to juggle multiple priorities under pressure and tight deadlines in a fast-paced environment;
  • Excellent team player;
  • Results-oriented;
  • Enthusiasm, Humility, Proactivity, and Ethics complete the desired profile;
  • Fluent in English (C1).

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