Job title: CRM Operations Specialist
Contract: Until the end of year with the possibility of extension
Location: Hybrid working (Central London)
Start Date: Start of June
Purpose of the role:
To support the effective delivery of the global CRM operations service, making sure it meets the needs of markets and the global organization. To act as a key contact for stakeholders with enquiries about the platforms, technologies and capabilities that are utilized for CRM channel communications, and as secondary cover when Global CRM Operations Manager is not working.
The client utilizes a complex network of interconnected systems to run omnichannel campaigns promoting its range of smoke free products services. We are searching for a talented technical professional who is confident to take initiative and work independently where required, yet also comfortable operating in collaboration with a larger team. The right candidate should also be happy to train in new skill areas while on the job, with support from other technical experts.
Individual Accountabilities
* Monitor and analyse the performance of the agency's delivery of CRM operations against SLAs defined in the contract. Identify opportunities to optimize terms and processes in order to improve quality of service or bring about lower costs.
* Work with the agency to empower markets to use campaign measurement and testing methodologies including tagging, control groups and operational reporting dashboards, with a view to maximising the performance of activations against agreed KPIs.
* Collate and save monthly activity updates from the agency pertaining to the delivery of the CRM operations service (technical, reporting, operations) to SharePoint.
* Work with the agency to prepare and deliver monthly results snapshots that show the value of the CRM operations service to the business through quantitative and qualitative metrics.
* Coordinate delivery of training to markets on new CRM capabilities provided by Salesforce Marketing Cloud and other eCRM vendors.
Success measures:
* Process Optimization: Delivering improvements that provide a measurable impact on cost or delivery speed for a marketing channel.
* Performance Measurement:
* CRM Enablement: Enabling operational delivery of CRM campaigns within a global organization in compliance with agency SLA targets.
Qualities we're looking for:
* Experience working in a role in digital marketing, ideally in a company operating at a global scale and working with multiple integrated platforms and systems.
* Technical understanding of tokenized pricing models, data analysis, CRM, personalization.
* Person being able to collaborate across verticals and multiple stakeholders, from both the internal organization and agency partners.
