CRM Program Manager Omni-channel Marketing
Main areas of responsibility
・Closely work with Digital Center of Excellence to align with corporate CRM vision and regional roadmaps and define brand approach to bring impacts on business results and consumer experience globally.
・Formulate a global CRM strategy and initiatives for brand that maximize data capture improves data quality whilst driving loyalty revenue and customer engagement.
・Developing an annual plan of campaigns communications and experiences for specified consumer segments to drive acquisition retention loyalty and advocacy.
・Manage the lifetime relationship and interactions with our consumer base - to keep them informed inspired and connected to the Brand and all its activities and products.
・Create and establish global CRM guidelines that direct best practice globally across all CRM activities approving all local deviations.
・Working closely with other digital functions under Omni-channel marketing team to ensure onsite functionality optimises data capture and CRM initiative.
・Investigate opportunities on social media to drive data capture.
・To lead the creation of a global customer loyalty plan that can be extended and rolled out across all relevant channels.
・To devise acquisition strategies for target segments including potential high value consumers.
・To oversee global data capture rates and take action where necessary to ensure continual improvement and capture of essential information running incentive programs as and when required.
・To monitor manage and measure the quality and integrity of the consumer data and harness the knowledge to drive greater campaign impact more efficiently.
・To manage the global database and ensure necessary steps are taken to maintain a clean database with minimal inaccuracies.
・Monitor measure and report key CRM metrics on a regular basis throughout the year interpreting the data to understand wider trends and areas of opportunity or concern.
・Compile monthly global CRM reports to be distributed across the business.
・Work closely with PR team to ensure data capture mechanics are integrated into the global events program where appropriate.
・Support retail team’s clientelling initiatives with contactable lapsed customers with strong purchase potential.
・Ensure that functional requirements are clearly defined fitting with the business objectives are feasible and do not conflict with other requirements.
・Communicate effectively to all stakeholders through lifecycle of projects both in person and in writing.
・Use internal processes in project management tools to track and communicate project details resource usage and status reports.
・Resolve effectively cross-functional issues at project level.
・Great project management skills
・A strong problem solving ability and a creative mindset
・Excellent communications skill with people at all levels
・Budget management experience
・At least 8years of experience in relevant fields
・Previously held position of CRM manager or similar preferably at global level
・Experience of CRM agency management preferably at global level
・Proven experience of consolidating and analysing data and presenting findings in a clear digestible manner
・Ability to work under pressure and manage multiple projects at same time to set deadlines
・Experience of using CRM platforms preferably Salesforce
・Highly analytical / strongly numerate / excellent excel skills
・Excellent attention to detail
・Excellent English skills and Fluent Japanese