Global CRM and Loyalty Manager

Contribution

We are looking for a CRM and Loyalty Manager to play a key role in delivering our consumer strategy and our targeted campaigns. The ideal candidate will have a solid background in Loyalty, CRM and marketing strategy and will be the overall owner of Customer Marketing Campaigns and Loyalty. This role requires a high level of synchronisation within the broader marketing team and communication channels in each country. The role will carefully plan the execution of the consumer strategy and execute in an engaging manner within the highest quality standards. The role will be a key role within the company and hold responsibility for managing and developing key consumer relationships.

With huge room for growth in the role this is an ideal opportunity for someone eager to grow within the brand. The role will have 1 direct Report

Responsibilities /Ares of focus

• Work with all business areas to define and agree the CRM platform strategy (Salesforce)
• Manage the design and execution of our new loyalty programme
• Ensure that we are prioritising the right journeys and stories for development at the right time with careful analysis of the benefits that will be derived
• Implementation and delivery of loyalty program and other customer-related technology
• Be the 'expert’ when it comes to Salesforce Marketing Cloud advising on best practice and identifying solutions in partnership with our strategic partner.
• Maximise performance of customer lifecycle journeys through A/B testing

· Develop user guides by documenting how processes in CRM should be performed and kept updated

· Manage the quality and consistency of data capture across all customer touch points including digital and retail

· Present monthly reports and analysis

· Lead the global CRM working Group

· Deep dive into the customer database to gain insights that can be applied to drive the business.

· Develop customer strategies to improve customer data capture and optimise ATV and CLV.

· Uphold data governance standards and ensure data is captured consistently and appropriately

• Analytics: monthly reporting by market (demographic & customer behaviour customer etc…) & setting up automatic dashboard / report in Service cloud
• Develop annual budgets and plans for the support and development of the CRM Platform

Professional experience & know-how:

• Experience and knowledge of Salesforce/ Marketing Cloud CRM
• Demonstrable experience in campaign building and campaign management
• Management of Loyalty programme
• Experience in developing and executing CRM strategies
• Experience with Sales Force service cloud advantageous
• Experience using a wide range of Marketing Cloud modules such as Email studio, Automation studio, Mobile studio, Journey builder, Content builder.
• Demonstrated experience in working with databases, data analysis, segmentation, and email marketing platforms.

Personal & Interpersonal skills:

• High level of Drive, Energy and Passion
• Very well organised
• A strong influencer
• Strong communicator and relationship builder
• Highly Numerate
• Good decision-maker
• Attention to detail, an analytical approach
• Experience of working in an ambiguous environment that requires the regular identification, definition, and implementation of change.
• The ability to deliver information clearly and concise, ensuring the organisation makes informed decisions.

Education:

• A bachelor’s degree or equivalent.