Plan and deliver CRM strategies across the company encouraging customer retention and customer loyalty.
Take lead in designing and implementing the Extracare - PMC customer loyalty and rewards program, with focus on delivering value to customer and increasing fan engagement.
Key Accountabilities
1. CRM
Plan and deliver CRM strategies across the company encouraging customer retention and customer loyalty.
Decide on the CRM platform structure and architecture ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle.
Customer Journey Mapping analyzing touch points with the organization and maximize commercial opportunities.
Work closely with all departments to ensure the CRM works effectively for all aspects of the company. - Overseeing direct communications with customers through the CRM.
Monitor and maximize customer lifetime value strategies ensuring maximum profitability.
Ensure the database is segmented effectively for targeted marketing activities.
Oversee the migration of all direct communications to lower cost mediums such as SMS, email, app push, web push.
Develop testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.
2. Loyalty & Reward program
Take lead in designing and implementing the Extracare - PMC customer loyalty and rewards program, with focus on delivering value to customer and increasing fan engagement
Work through all executional details to ensure a timely and successful program launch.
Collaborate with a cross-functional team to manage loyalty assets and maintain and grow the program.
Examine customer data (program engagement, rewards redemptions, general fan behavior) and develop user experience analytics and business performance metrics associated with the program.
Prepare and launch program upgrades, both creative and rewards-driven. Develop and execute long-term strategic growth plans for the program.
Key Requirements
Data driven, excellent in analytics and mining dada excellent in using of any of CRM systems such as Mailchimp, SMS...
Bachelor or advanced Degree in Marketing, 4+ years of experience and having strong understanding and knowledge of CRM strategies and key success metrics
Knowledge of HTML and Designing, Microsoft office
Good English communication
Excellent project and time management, organization, communication and interpersonal skills
Professional presentation & negotiation skills
Analytical, independent thinker
Creative & strategic knowledge
Strong leadership, strong entrepreneurial, team management, coaching and development skills
Facebook and other social media platform knowledge
Take accountability and ownership of projects from start to finish