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Manager (CRM)

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The CRM Manager is responsible for maximizing customer satisfaction through implementing strategic CRM programs which includes managing a large loyalty program. The Manager, CRM is responsible for all retention marketing initiatives including a robust Email program and a multichannel loyalty program. The role will require a mix of strategic planning, critical thinking and ability to execute and assess the performance of individual CRM programs. The ideal candidate will have experience in both the tactical and strategic elements of CRM. This person will work closely with the US Marketing, US Retail and the US E-Commerce teams and oversee the Associate Manager, CRM.

KEY ACCOUNTABILITIES
The successful candidate will evangelize customer-centric best practices in developing, managing and continually optimizing a highly targeted customer retention strategy to be executed in partnership internal and external stakeholders (agencies, vendors, US marketing, retail and IT)
•Manage all aspects of CRM including loyalty program, email, list mailing recommendations, execution and budget management
•Align with key stakeholders on all strategies, tactics, and performance results and manage campaigns end-to-end
•Track, analyze, and inform teams of all key customer KPIs and qualitative feedback and present weekly action-driven plan to impact those drivers
•Responsible for all aspects of email marketing
-Drives data-driven, dynamic email campaigns, and tests that deliver against ROI targets based on customer segmentation
-Develops strategic email initiatives to drive customer lifecycle conversion from transactional to subscription based
-Develop updated customer contact strategies
-Own relationship with ESP
•Responsible for all aspect of multichannel loyalty program
•Aggregates and mines customer profiles, preferences, and purchases across all available database Bare Escentuals to improve targeting and segmentation of our customer base and drive desired customer behavior with our marketing campaigns
•Implement test and control groups to refine and scale campaigns in order to create strategic initiatives


OB QUALIFICATIONS
•Bachelor’s degree in Marketing/Business, MBA strongly preferred
•Minimum of 5 years of retention marketing experience including at least 3 years of managing email marketing
•Advanced knowledge and proficiency with Microsoft Excel
•Knowledge of email best practices including targeted lists, deliverability and CAN-SPAM/anti-spam legislation
•Experience working with enterprise level Email Service Provider (ESP)
•A familiarity with the technical platforms on which campaigns are built and executed
•Thorough knowledge of database analytic tools and CRM technology

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