CRM & Loyalty Manager

Position Summary

A day in the life of a CRM and Loyalty Manager

• Develop, implement, and monitor CRM strategy across the organization to optimize customer value and engagement according to market and brand objectives.
• Define and monitor respective KPIs and adjusts when necessary. Create and write requirements to track these KPI’s fluently and provide the necessary training to the brand managers to use the information.
• Manage the content calendar, ensuring timely and relevant communication across all channels.
• Perform pre
• & post analysis of all key campaigns and activity launches, providing actionable insights for continuous improvement.
• Enable automation in data, targeting and reporting. Some examples of projects involvement are API integration, journey building, dashboarding.
• Oversee the newsletter operations, working closely with different brand managers, advising them, and ensuring smooth execution of cross-brand mailings.
• Develop and manage Lifecycle & Loyalty programs leveraging automation technologies and ensuring optimal customer journeys for defined audiences. Define the acquisition strategies and campaigns to grow database.
• Ensure alignment with local or regional data strategy to drive engagement. Provide brands with a qualified and robust database to communicate in a personalized way.
• Work closely with brands and business teams to define new communication opportunities and tools that would help them achieve their objectives.
• Close sales through e-commerce strategies such as couponing, cashback, ratings & reviews and buy now.
• Recruit and guide the CRM intern to assist the brands in the implementation of their brands mailings and ensure smooth execution of our cross-brand program.

Experience

• Degree in Marketing, Management, Business Administration or equivalent
• At least 3-5 years in digital marketing / CRM (working with large FMCG brands is a plus). Over this period, you have successfully delivered on KPIs, especially top and bottom-line business results.
• Independently managed digital media and CRM projects under ever-changing market environments and technology climate to achieve and exceed goals.
• Involved in loyalty program strategy and operations, delivering on customer engagement and database growth.
• Strong analytics thinking. Skilled in SQL, Power BI (or equivalent) and Salesforce Marketing Cloud (or equivalent).
• Strong understanding of digital and eCommerce landscape, including technology stack.
• Stakeholder management and working in cross-functional teams.
• Fluent in English and French or Dutch.