CRM Manager

December 20, 2020

InspHire

בנימינה-גבעת עדה

We're looking for a CRM Manager to be part of building a new shopping experience in a great e Commerce company!
The Manager of CRM will be responsible for conceptualizing, developing, and managing omnichannel/digital, loyalty and data-driven customer relationship strategies. You will collaborate with cross-functional partners in e-commerce, Marketing, and Buying to translate these strategies into actionable plans that will deliver personalized customer journeys and drive an increase in customer acquisition and retention to drive sales and deliver on business objectives.
Responsibilities:

Lead onboarding of new CRM platform and vendor to ensure customer data meets quality and standards that allow for the successful execution of new CRM and loyalty programs
Develop CRM & Loyalty roadmap, segmentation, and content planning
Manage and drive on-going optimization of CRM and Loyalty programs to drive continued growth and improvement in retention and loyalty
Define and monitor the success of the program and customer segments. Identify and report on the health of Customer KPIs to track the effectiveness of programs and assess levels of brand loyalty over time; apply learnings to continually advance and optimize CRM initiatives.
Own customer analytics and behavioral reporting in partnership with CRM vendor. Analyze customer data to help key stakeholders make informed decisions on business and marketing strategies and objectives.
Create and maintain a formal process to update and share findings with cross-functional partners and leadership team on New Customer Acquisition and Customer Retention.
Lead CRM vendor relationship, develop and maintain successful vendor deliverables, focused on continuous relationship management and capabilities assessment
Develop testing strategies for all aspects of CRM to ensure the most effective approach for the company and their respective customers and product offering.
Partner with e Commerce to optimize Email channel and campaigns with ongoing multivariate tests of customer segmentation, subject lines, time of send, content, landing pages and channel making them highly relevant and effective
Help guide email segmentation, targeting, and lead nurture strategies
Develop customer journey mapping across platforms (site, performance marketing channels, owned channels), analyzing all touchpoints and opportunities for growth and optimization
Optimize and increase capture rate both in-store and online through CRM and loyalty initiatives and data capture strategies
Manage segmentation strategy and list pulls for campaigns

Requirements

Expert knowledge and skill with translating data into insights, particularly as it relates to CRM and consumer/behavioral analytics
Knowledge of both qualitative and quantitative methodologies in data analytics
Proven record of partnering cross-functionally to create personalized customer experiences
Demonstrated strength in communication and influencing skills; not only written and verbal but also in the engagement of internal and external business partners
Technical proficiency and knowledge of CRM database solutions and feeds, loyalty, and analytical systems
Must be able to work with technical data, as well as, creative concepts
Extensive experience analyzing customer behavioral data
Must have segmentation experience
Self-motivated, results-oriented, strategic thinker. Strong time management and prioritization skills
Retail experience preferred
3-5 years of CRM and Loyalty program launch experience require
Proficiency and experience with CRM platforms and solutions