Lavori attuali relativi a CRM Manager - Milano - Media.Monks

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CRM Manager

4 mesi fa

Milano, Italia Media.Monks A tempo pieno

We are currently looking for a** CRM Manager **who will be embedded (6 months) within one of our core international enterprise clients, supporting key channels and their world class brands in developing and delivering personalised consumer /customer experience, engagement strategies and plans.

Reporting into the Head of Culture & Entertainment, Media and Digital the CRM manager will focus on turning customer, consumer data and trends into actionable insights, and opportunities that support and guide in defining their customer and consumer experience and engagement priorities and strategies.

**Responsibilities**:

- **CRM strategy and development**:

- Devise overarching CRM strategy for our international enterprise client, by utilising existing customer, consumer and commercial data, along with key engagement metrics to inform strategy and plan development.
- Develop segmentation, define omni-channel consumer journeys to support channel or brand objectives (visit to store, E Commerce portals or customer websites, repeat, reactivation) and identify KPIs of success.
- Design associated experiences (lifecycle journeys, added value initiatives, ad hoc campaigns around key brand moments...) and work with brand and ecomm teams to propose a tailored action plan to better onboard, engage and retain customers and consumers (data collection actions, omni-channel activation, digital and real-world experiences etc.)
- Collaborate with key global stakeholders such as procurement, Global E Commerce On and Off trade, Media agency, Brand and Digital teams to share best practices, learnings whilst ensuring that markets have the right agencies in place to support our CRM strategy and execution
- **CRM implementation and campaign management**
- Develop and put in place data collection, harmonisation, cleansing actions to fuel the CRM programme.
- Push the development of strategies to grow and reactivate the base (newsletter, competitions...).
- Collaborate with our relevant global teams, channels, partners, brands and agencies in the delivery and optimisation of campaigns and communications - working directly with multiple stakeholders including stakeholder alignment, technical /creative scoping and briefing.
- Create, maintain, and optimise customer and consumer journeys as part of a marketing automation strategy.
- **CRM performance & **optimisation**:

- Be a driving force behind the analyses to be carried out.
- Constantly optimise and enrich CRM experiences to improve customer and consumer engagement.
- Work with channels and brands to implement test and learn approaches to inform their development CRM strategies long-term.
- **CRM roadmap and innovation acceleration**:

- Continuously conduct market watch and competitive intelligence to identify emerging trends, game-changing personalised experiences, services and strategies leveraging new technologies.
- Contribute to creating a real consumer-centric culture by feeding the brands with best practices and key trends.
- Collaborate and innovate with our global colleagues across media, technology, commercial and marketing functions to establish our client as best in class

**Qualifications/Background Sought**:

- Experience in advertising technology a plus (Google Ads, Social Media, etc.)
- Experience in strategic planning, consumer engagement and experience and digital marketing, within a digital agency, E Commerce, consulting firm or Retail company
- Strong analytical skills and the proven ability to synthesise data and consumer insights into successful engagement strategies
- Knowledge about data mining, data exploration for precision marketing activation
- Exposure to multivariate testing techniques
- Technically-savvy with a creative side.
- Experience working in an international organisation

**Preferred Qualifications**
- Experience in a Marketing or Professional Services organisation
- Excellent communication skills, both verbal and written
- Passion and commitment for customer success
- Reasonable technical solution aptitude
- Strong time management skills
- Experience working with clients investing in Marketing software (Cloud/SaaS/On-demand/on premise)

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