Responsibilities /Ares of focus
· Work with all business areas to define and agree the CRM platform strategy %28Salesforce%29
· Manage the design and execution of our new loyalty programme
· Ensure that we are prioritising the right journeys and stories for development at the right time with careful analysis of the benefits that will be derived
· Implementation and delivery of loyalty program and other customer-related technology
· Be the %27expert’ when it comes to Salesforce Marketing Cloud advising on best practice and identifying solutions in partnership with our strategic partner.
· Maximise performance of customer lifecycle journeys through A/B testing
· Develop user guides by documenting how processes in CRM should be performed and kept updated
· Manage the quality and consistency of data capture across all customer touch points including digital and retail
· Present monthly reports and analysis
· Lead the global CRM working Group
· Deep dive into the customer database to gain insights that can be applied to drive the business.
· Develop customer strategies to improve customer data capture and optimise ATV and CLV.
· Uphold data governance standards and ensure data is captured consistently and appropriately
· Analytics: monthly reporting by market %28demographic & customer behaviour customer etc…%29 & setting up automatic dashboard / report in Service cloud
· Develop annual budgets and plans for the support and development of the CRM Platform
Professional experience & know-how:
· Experience and knowledge of Salesforce/ Marketing Cloud CRM
· Demonstrable experience in campaign building and campaign management
· Management of Loyalty programme
· Experience in developing and executing CRM strategies
· Experience with Sales Force service cloud advantageous
· Experience using a wide range of Marketing Cloud modules such as Email studio, Automation studio, Mobile studio, Journey builder, Content builder.
· Demonstrated experience in working with databases, data analysis, segmentation, and email marketing platforms.
Personal & Interpersonal skills:
· High level of Drive, Energy and Passion
· Very well organised
· A strong influencer
· Strong communicator and relationship builder
· Highly Numerate
· Good decision-maker
· Attention to detail, an analytical approach
· Experience of working in an ambiguous environment that requires the regular identification, definition, and implementation of change.
· The ability to deliver information clearly and concise, ensuring the organisation makes informed decisions.
Education:
· A bachelor’s degree or equivalent.
