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Digital Consumer eCRM Manager

 

 

Position Purpose:

 

The Digital Consumer Experience team based in Geneva is a growing center of excellence within the Ploom Brand Group, focused on building a modern global brand and digital consumer experiences. A key part of this is to continue to build our eCRM capability, and as such we are looking for an eCRM Manager to spearhead the development, execution and continuous refinement of a multi-channel and multi-program eCRM approach. 

 

They will need to be able to demonstrate experience in strategy development to ensure our comprehensive eCRM strategies are aligned with business objectives, as well as be proficient in segmentation and targeting in order to utilize data analytics to segment consumers based on behavior, preferences, and demographics to strongly contribute to our efforts to drive and deliver personalized experiences through dynamic content and tailored messaging across the eCRM channel. 

 

The position of eCRM Manager demands extensive cross-functional collaboration, good communication skills, excellent project managerial skills, creative skills, and a process-focused aptitude that will enable the eCRM Manager to effectively execute multiple responsibilities and deliverables, including the implementation and optimization of marketing automation workflows to streamline communication and enhance consumer experiences throughout their journey. To ensure success, a strong ability to monitor and analyze key performance metrics related to eCRM initiatives and generate insights to optimize campaign performance and consumer engagement is essential.
 

What will you do-responsibilities:            

 

Consumer CRM Management & Strategy: 
Managing the business strategic development and delivery of multiple eCRM workstreams, while supporting day-to-day operations with insights and performance management. Oversee the optimization of lifetime value, retention, churn, loyalty and advocacy programs and models.  Proactively drive eCRM constantly evolving capabilities into the organization, providing clear and structured roadmaps set against business objectives.              

                                     
Program and Channel Activation:
Be able to define and activate best in class programs to cover all eCRM needs. Provide a continuous learning program with an eye on performance and analytics to support decision making.  Work closely with the Data & Analytics teams to develop a structured data collection and activation strategy to support a multi-channel and multi-program approach.  Ability to translate global models into actionable and measured toolkits.                                  

                                         
Analytics & Data: 
Demonstrate a data driven mindset, with a comprehensive understanding on how to build, define and structure consumer databases. Good understanding of database concepts and segmentation logics and techniques. Performing consumer journey mapping, touch point analysis and a continual learning / approvement agenda to support constant evolution of the eCRM channel.          

                                 
Performance Orientated: 
Strong performance management attitude to support eCRM activation across all programs in the consumer journey.  Ability to provide proactive feedback to markets and activation teams (content, technology and strategy) to improve the delivery of sales and marketing campaigns.  Set clear KPI's and ensure a learning approach that focuses on ROI and business impact.          

                                     
Stakeholder & Agency Management: 
Experience in managing and educating stakeholders in all things digital, especially in the eCRM realm.  Be able to translate digital activity into business metrics, provide a go-to source of eCRM expertise and proactively educate the wider department. Ensure smooth working between vendors, internal departments and key activation stakeholders.          

                         
People management:
Grow, educate and guide the team in the specific field of expertise.  Show a passion for digital that is translated into campaigns, content and activation programs.  Be a thought leader in modern marketing techniques.

 

Who are we looking for – requirements: 

 

•    Graduate degree or equivalent vocational training in marketing / digital            
•    7+ years of proven work experience working in eCRM
•    Excellent English language a must, French is beneficial    
•    Experience in defining and building and deploying eCRM strategies and programs for multi-national organizations
•    Experience in creating eCRM activation strategies to support brand objectives
•    Good understanding of eCRM programs and campaigns throughout the consumer lifecycle
•    Solid understanding of database concepts and segmentation logics and techniques
•    Capability to work effectively with different departments and external agencies
•    Ability to organize and prioritize projects across markets and to build effective relationships 
•    In-depth understanding of eCRM marketing tools, technologies and best practices
•    Proven ability to manage complex projects and market requirements
•    Excellent communications skills: written and verbal
•    Excellent understanding of CRM technology and tools
•    Excellent stakeholder management skills and experience
•    Ability to communicate across functions and business units                                            

 

Recruitment process:

 

Thank you very much for your interest in the role. You are welcome to apply.