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CRM Manager - Loyalty Programs

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Will be the business lead responsible for day-to-day management of two critical marketing technology projects: the design and development of a new Customer Data Warehouse and the implementation of a new Email Service Provider (ESP). She/he will also issue CRM requirements for technology infrastructure projects and ongoing enhancements, such as new source system(s).

Working closely with IT, Marketing, Sales and Operations, this individual will ensure business requirements for customer-centered data analysis and marketing, customer relationship program, and the company’s long term CRM goals are met or exceeded within project timelines.

Responsibilities:
• Partner with IT and vendor on design of new customer data warehouse and loyalty analytics solution, and act as business lead throughout database development, implementation, testing and deployment to ensure alignment between business goals and implementation

• Partner with IT and ESP vendor to manage the implementation of a new Email Service Provider for the company. Acting as the main Marketing lead, mapping business needs to technological potential to deliver the best solution possible within timeline

• Work in conjunction with Marketing and Creative departments to ensure all necessary creative for new ESP is delivered in a timely fashion and contributes to enhanced brand image.

• Partner with Assoc Director to drive CRM roadmap; build business cases and recommend new technologies and enhancements for CRM and customer data intelligence solutions

• Partner cross-functionally to define data needs for customer-centered decision-making and translate into reporting/query requirements for IT
• Evolve data management strategy; establish and maintain best practices in data governance and appropriate data hygienics

• Manage enhancements to existing customer relationship program, and lead design of new CRM applications/processes
o Develop business requirements for new enhancements and innovations; act as SME in business processes and functional needs
o Design and manages UAT efforts

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