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Marketing Manager, CRM

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Manager, Loyalty & Innovation, CRM

Job Responsibilities:
• Drive customer acquisition, engagement and loyalty through ownership and management of the company's customer loyalty program
o Develop and optimize customer contact frequency, vehicle management and customer targeting to maximize customer loyalty and drive sales
o Partner with cross-functional teams to ensure consistent customer experience across marketing channels
o Develop and execute long-term loyalty marketing plan
o Identify customer marketing opportunities outside of traditional channels and exhibit initiative in new program development and execution
o Partner with Field Operations business partners to ensure strong Associate education of and engagement with the customer loyalty program
• Own and manage direct marketing for loyalty program
o Drive in and out of store marketing strategy and execution
o Own creative brief development and creative review process
o Partner with CRM business partners to develop circulation strategy and build sophisticated offer segmentation for key customer segments
o Manage campaign forecast development and post-event analysis
o Partner with key agency partners to ensure projects are executed at or under budget
• Build ongoing customer understanding to foster data-driven decisions
o Optimize direct marketing strategy leveraging ongoing program results and evolving business and customer needs
o Develop long-term test plans to garner critical customer learnings
o Leverage customer research and insight to inform and optimize program messaging and refine customer experience
• Own and manage company's credit card integration with loyalty program
o Develop and execute marketing strategy for company's card customers to drive loyalty and engagement with the loyalty program among
o Actively manage company's credit card segment performance and customer engagement metrics
• Serve as a key contributor to strategic planning process
o Contribute to the annual Central CRM Marketing Plan with competitive insight, hindsight learning and point of view on future development/growth opportunities
o Align key business partners throughout organization behind program goals and initiatives
• Provide leadership and partnership to key business partners and stakeholders
o Manage input and approval from senior level Marketing and Store Operations business partners
o Partner with GE to foster program growth and engagement among company's credit card customers
o Identify and manage key agency and/or vendor partnerships


Qualifications:
• 5-7 years of experience in customer loyalty or retention marketing
• Deep knowledge and understanding of relationship marketing, consumer marketing and direct marketing
• Demonstrated ability to think and act strategically
• Demonstrated ability to make data-driven decisions
• Strong project management and organizational skills
• Strong written and verbal communication skills
• Results-oriented, timeliness, attention to detail and accuracy are critical traits
• Demonstrated ability to prioritize and perform multiple tasks simultaneously and to work in a fluid and fast-paced environment
• Highly motivated and innovative individual who takes initiative and is able to work autonomously
• Prior retail experience is a plus but not required
• Bachelor’s Degree required; MBA a plus

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