Job Description

Our CRM manager will be dedicated to the creation and management of loyal relations with existing and future customers.

He/she will collaborates closely with the Insights, the channels, and the rest of the Marketing Department, defining and aligning both the retention and loyalty strategy and proposing new initiatives ACROSS VARIOUS CHANNELS and Customer Care & Services (in line with the overall B2C customer experience strategy and the brand).

CORE RESPONSIBILITIES:

• Review and implementation of Customer Loyalty (main CRM KPIs analysis, redemption and ROI of benefits, consumer evolution by Tier)
• Develop and define Lifecycle mechanics to prevent passivity and churn;
• Develop and define Reactivation mechanics to reactivate customers with pre and post evaluation of the results;
• Manage and execute CRM Lifecycle programs (campaign setup and targeting through the Campaign management tool);
• Guarantee Retention process is integrated with onboarding activities;
• Analyze the consumer experience based on our customer feedback and internal and external data & insights.
• Benchmark local performance with best practices and local competitive performance;
• Provide recommendations to channels and Customer Care & Services for continuous improvement in the consumer experience for existing members
• Support continuous improvement through conducting pre and post-evaluations.

WHAT WILL MAKE YOU SUCCESSFUL

• Prior experience in CRM activation: offers construction, lifecycle orchestration based on CRM insights
• Worked for a brand with an FMCG mindset (e.g. innovation speed, high business sense);
• Creative and flexible mindset;
• Ability to create insights and new ideas based on figures and behaviors;
• Good business acumen and at ease with financial models: customer lifetime value, ROI, ...;
• Experience in project management (of complex projects), managing both stakeholders and external agencies;
• Good analytical and presentation skills;
• Interest in working in a fast-paced and rapidly-changing environment and be able to prioritize;
• Ability to act independently;
• University degree in marketing or equivalent;
• Fluent in English.

WHAT MAKES THIS A SOLID CHOICE FOR YOUR CAREER?

• Competitive Compensation
• Complete Benefits package
• Growth Company
• High-Performing Colleagues Working Towards Same Mission
• Community and Customer Passion

Company Description

Connecting people and changing lives, one career at a time.