CRM Manager

1 week ago

Sydney, New South Wales, Australia Stan Entertainment Pty Full time

Stan is an industry-leading streaming service used by millions of customers throughout Australia across some of the world's leading global consumer electronics brands including Samsung, LG, Sony and Microsoft.

There's an exciting new opportunity for an experienced customer-centric, insights-led creative CRM Managerto join the growing Marketing team at Stan on a 12 Month fixed term contract.

The CRM Manager plays a critical role in shaping Stan's customer-centric strategy, driving engagement and loyalty, and maximising the lifetime value of customers through effective CRM practices and initiatives.

As CRM Manager overseeing quality control is essential, ensuring that all of our communications meet the highest standards of accuracy, are aligned to our brand and comply with privacy and regulatory requirements.

What your day to day looks like

  • Develop and implement the overarching CRM strategy which ladders up to achieving the overarching marketing and business objectives. This involves defining the vision, goals, and roadmap for CRM initiatives to drive customer acquisition, retention, and loyalty.
  • Develop, manage and report on the CRM roadmap and progress towards achieving CRM objectives on a monthly basis.
  • Design and execute tactical and strategic customer comms campaigns for both Stan's Entertainment and Sport propositions.
  • Map customer communication journeys across the entire customer lifecycle and look for opportunities to retain and grow our subscriber base.
  • Design and launch new automations that support the outcomes as part of broader Growth & Retention initiatives.
  • Support the implementation of large-scale direct to customer customer, personalised promotional offers that are sent via CRM, including segmentation of audience and accurate implementation and reporting of campaigns.
  • Represent CRM and Lifecycle Marketing in the Growth and Retention working group.
  • Prepare and present CRM plans in cross-functional Response to Brief, Post Campaign Reviews, Monthly and Quarterly planning meetings.
  • Generate reports and analyse data within the CRM system and supporting tools such as Tableau to track key performance metrics, measure the effectiveness of campaigns and customer interactions/engagement. Provide insights to inform and identify opportunities for improvement.
  • Lead weekly performance management and provide reports to the broader marketing team, including actionable insights and recommendations to inform future campaign design.
  • Lead an experimentation and optimisation program, including A/B testing.
  • Build strong relationships with key stakeholders to ensure alignment and support for CRM initiatives across the organisation, including creative, BI, product and technology teams, as well as broader marketing teams.
  • Continually assess current technology stack and identify opportunities with our vendors to increase capability.
  • Review marketing data structure and propose enhancements.
  • Manage a CRM team of 2 direct reports to help them achieve their KPIs including any training and development plans. Provide guidance, mentorship, and support to the team, fostering a culture of collaboration, innovation, and continuous improvement.
  • QA all work ahead of it being shared across the business or being sent to customers.

What we're looking for

  • 6+ years experience within multi-channel CRM/Loyalty/Customer Marketing campaigns
  • Significant hands on CRM platform experience
  • Significant experience developing customer journeys across media formats
  • Strong understanding of technology platforms, APIs & data structures
  • Experience in running personalised promotional offers (voucher based) via CRM campaigns
  • Ability to prioritise projects based on commercial opportunity
  • Strong stakeholder management skills
  • An understanding of entertainment marketing & customer behaviour drivers
  • A passion for TV, Movies & Streaming

Excited by what you read? Apply now through LinkedIn


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