Job Description
We are looking for a technically proficient digital marketing enthusiast to join our team as a CRM Executive. In this role, you will lead the implementation and execution of multi-channel marketing campaigns across Email, SMS, Inbox Messaging, Push Notifications, Facebook, and Direct Mail. This role will leverage advanced strategies to effectively engage and optimise our customer database to make a significant impact on our customer engagement and retention strategies.
Main Accountabilities & Responsibilities:
- Develop and drive intricate automated life stage communication journeys, including welcome, pre-churn, birthday, and reactivation sequences, ensuring a seamless user experience.
- Establish yourself as a subject matter expert on marketing tools when working on delivery of CRM campaigns and journeys including Adobe Campaign, Optimove, Silverpop, Movable Ink, Taxi, Validity, and Mobivate and other marketing tools, as well as our Back Office known as COGs, consistently seeking opportunities for professional development and knowledge enhancement
- Ensure compliance with established QA process documents to maintain high standards of quality in all communications.
- Test end to end user journey through each CRM channel to deliver positive and engaging customer experience.
- Establish and maintain a robust test and learn framework across all life stage CRM components. This includes systematic testing of offers, content, creative styles, segmentation, and targeting to optimize engagement and retention.
- Take full ownership of specific automated journeys, meticulously monitoring and documenting their performance to demonstrate a continuous improvement cycle through detailed engagement and retention metrics.
- Exhibit exceptional proficiency in mapping and documenting automated customer journeys aligned with business objectives and assigned tasks.
- Configure triggers within the Opti-X admin tool to implement advanced AI-driven personalization strategies. This encompasses personalizing send times and dynamically tailoring content specific to audience segments.
- Conduct weekly performance assessments using Power BI and reporting tools such as Adobe Campaign, alongside web analytics platforms like Google Analytics. Utilize insights gained to drive continuous improvements.
- Use communication responses to conduct a robust target versus control analysis, creating insightful reports that highlight the commercial effectiveness of life stage CRM campaigns and test initiatives.
- Harness customer data analytics to inform strategic decisions, monitoring customer behaviour to enhance personalization and overall communication effectiveness
- In collaboration with marketing teams deliver campaigns with provided assets, assessing them against marketing best practices. Additionally, brief own assets and offers to ensure alignment with strategic objectives.
- Recognizing the available segmentation and data attributes while monitoring trends and insights to guide effective strategies and ensure accurate user selections when developing workflows.
- Collaborate closely with Planning Managers, Commercial, and Transformation teams to develop and refine automation strategies, ensuring alignment with results analysis for continual improvement.
- Maintain accuracy and consistency in CRM life stage campaigns through quality monitoring, A/B testing, and evaluating campaign success metrics to elevate effectiveness.
- Demonstrate superior proficiency in developing communication strategies that deliver engaging content while maintaining a customer-centric approach.
- Actively participate in the development and execution of campaigns, ensuring that all campaign logical flows seamlessly integrate within the overall workflow.
- Proficient in using platforms like Jasper and Banner Flow for independent content management, providing critical support during peak periods.
- Ensure that customer focus remains at the core of CRM operations while staying informed about competitor strategies, effective communication practices, spam mechanisms, and current CRM trends to drive ongoing success.