Lead - CRM - eCommerce

Require CRM lead

MAJOR / KEY JOB DUTIES :

- Oversee analytics processes to understand consumer insights to track guest behaviors and engagement.

- Develop segmented communication strategies to maximize annual spend, retention, frequency and loyalty.

- Manage email marketing program, developing contact strategies and partnering with functional areas for the creation of content and creative.

- Manage the creation of reporting dashboards through current CRM system and 3rd party vendors to highlight trends, segment shifts and behaviors.

- Develop business cases to address key business issues (ie, resources, guest services, buying trends, etc) based on guest insights derived from CRM insights.

- Partner with various functional teams include Operation and Sales to determine and implement strategies for the increase in capture rates of qualified guest data across all customer touch points.

- Monitor and influence KPIs of key initiatives through consistent optimization and embracement of a “test & learn” mindset.

- Create customer segment level contact plans and customer experience maps.

- Partner with the IT Team to provide oversight and discipline over all CRM and CRM-related technology investments

- Develop and maintain strong relationships with key business and IT stakeholders

- Collaborate with IT to proactively identify technology needs to more effectively engage with guests

- Evaluate proposed investments and forecasted returns for new initiatives; design business cases for approval by Senior Management

MINIMUM QUALIFICATIONS :

- 5+ years of experience in core disciplines of Marketing (e.g. segmentation, digital marketing channels, email marketing, customer engagement and loyalty program, etc.), CRM, CRM strategy and related systems development and analytics

- BA in Business or Marketing field, or related experience

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES :

- Extensive experience with data and analytics and leveraging analytics to plan and drive sales and marketing efforts

- Experience working across and influencing cross-functional teams including IT, Marketing disciplines, vendors/consultants and ideally also multiple global Regions

- Strong interpersonal, partnership and influence management skills

- Superb project management expertise including excellent multi-tasking, prioritization and organization skills

- Comfort with white space and a fast-changing environment

- Hands-on, results-driven mentality