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Manager-CRM ECommerce

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The Manager, CRM is responsible for maximizing customer satisfaction and LTV 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
o Drives data-driven, dynamic email campaigns, and tests that deliver against ROI
targets based on customer segmentation
o Develops strategic email initiatives to drive customer lifecycle conversion from
transactional to subscription based
 Responsible for all aspect of multichannel loyalty program
o Lead continued growth of loyalty program initiatives in coordination with
Marketing, Creative and Digital teams
o Develops and refines customer loyalty strategies and tactics on an ongoing basis to consistently increase FAB program participation and engagement and maximize customer lifetime value
 Partners with media, content, social and e-commerce teams to develop effective integrated cross-channel campaigns
 Aggregates and mines customer profiles, preferences, and purchases across all available database 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
 Uses ROI analytics to understand CRM economics and optimize campaign performance
 Maintains budget responsibility for all CRM and FAB marketing, partner with key
internal departments for financial planning and analysis.
 Advises on program-related investments
JOB QUALIFICATIONS
 Bachelor’s degree in Marketing/Business, MBA strongly preferred
o Develop updated customer contact strategies o Own relationship with ESP
o Oversee the development, execution and performance analysis of loyalty
campaigns, including offer management and communication across multi-
channel environments (e.g. website, email, call center)
o Manage annual member acquisition campaigns including campaign design,
communication of goals, prizes, training materials, managing external vendors and billing
o Oversee the development, execution and performance analysis of loyalty campaigns, including offer management and communication across multi- channel environments (e.g. website, email, call center)
 Collaborate with IT on defining the capabilities and driving the implementation of the required CRM and Customer Analytics infrastructure
 Minimum of 5 years of retention marketing experience including at least 3 years of managing email marketing
 A familiarity with the technical platforms on which campaigns are built and executed
 Thorough knowledge of database analytic tools and CRM technology
 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)
 Substantial analytic skills with the ability to compile and analyze large quantities of
diverse data
 Demonstrated success in managing loyalty programs for consumer audiences
 Ability to provide quick, logical, and decisive direction
 Strong attention to detail and the ability to effectively multi-task
 Excellent written and oral communication skills
 Must be able to perform essential functions (with or without an accommodation)
without posing a "direct threat" to the health and safety to self or others
 The Company reserves the right to alter, change, abolish and even combine jobs
depending upon changing conditions and needs
 Marketing experience in fashion /retail with proven track record of developing and managing retention programs
 Strong strategic, analytical thinker with outstanding verbal and written communication skills
 Ability to work successfully with multiple business functions and successfully influence stakeholders at all levels of an organization
 Strong organizational skills, attention to detail and ability to handle multiple tasks and meet deadlines
 Ability to work in a fast-paced environment with changing priorities
 A self-starter who can take the ball and run with it with a positive attitude

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