Vacancy expired!
- Establishes strategic consumer journeys for each consumers segments and initiatives, leading the CRM strategic planning and execution, also building a consumer loyalty plan.
- Responsible for the daily management and execution of the CRM/Omni-channel strategy to increase consumer LTV, build lasting consumer relationships, drive sales and create consistency in customer experience.
- Develop ongoing strategies and an annual calendar to continually test, learn and leverage in order to maximize consumer LTV scores within the databases (partnering with agency for segmentation/modeling and the development of a communication strategy around acquisition and retention).
- Define the most effective communication path and frequency through different channels and segments, including decision tree and sequential retargeting strategy.
- Lead the strategy to drive education and engagement of our portfolio into the entire onboarding experience, working closely with the marketing team.
- Partner with agency to create the storytelling for CRM campaigns with emails, SMS and other multi-channel communications across the journey, including insights and analyses to improve campaign optimization and performance.
- Own the overall health of the database including refreshes and scrubs/cleansing. Execute retention journeys to keep 1P database active, while driving growth of opt-in marketing efforts and 1st-Party Data registrations.
- Develop and execute plans for a Loyalty strategy (Subscription, Clubs, etc) to retain key customer segments through specific conversion targets and cross-selling.
- Partner with CRM agency to define use cases, models, portfolio segmentation, campaigns briefing, execution, analysis and optimization.
- Collaborate with internal teams to automate manual processes and improve communications relevancy by developing behavioral and remarketing campaigns.
- Define Main KPIs (Key Performance Indicators), create and review tracking reports and discuss on-going optimization opportunities.
- Manage the budget forecast and phasing of spends through the year based on the calendar of activities. Also, create relevant financial business cases for projects.
- BA/BS in Marketing, Communications, Business Management preferred. MBA also preferred, but not required.
- 6+ years relevant industry experience with 5+ years’ experience specifically in CRM and loyalty, required. Experience with programmatic media is a plus.
- Proven knowledge of ESP tools (preference for Klaviyo) and CDP (preference for Segment), driving omni-channel strategies, opt-ins, database growth, digital engagement, ecommerce sales, and analytics across channels.
- Advanced analytical skills and in-depth database segmentation experience.
- Substantial problem-solving ability with strategic focus on impacting ROI.
- Multi-functional project management and strategy development skills; ability to manage deliverables - and to coordinate, collaborate, and demonstrate results.
- Demonstrated ability to successfully manage medium to large scale, cross-functional projects involving cross-functional teams and third-party agencies.
- Excellent communication, story-telling and presentation skills to frame complex concepts to facilitate discussion and deeper levels of understanding across departments.
- Strong teamwork skills with ability to bridge e-commerce, marketing, tech, compliance, legal and data insights functions.
- Ability to prioritize among competing opportunities, balance franchise needs with business priorities, and articulate the rationale behind decisions
- The capability to execute rapidly and successfully in an unstructured environment.
Vacancy expired!