Customer Engagement Leader

2 weeks ago

Sydney, New South Wales, Australia beBeeOmnichannel Full time $120,000 - $135,000
Customer Experience Manager

As a Customer Experience Manager, you will play a key role in enhancing customer interactions and driving revenue growth through the strategic use of CRM systems.

Key Responsibilities:
  • Platform Optimisation: Maintain and optimise the Salesforce Marketing Cloud platform to ensure seamless customer journeys.
  • Cross-Channel Campaigns: Develop and execute CRM strategies across Email, SMS, Social, Web and Push Notifications to create engaging omnichannel experiences.
  • Segmentation and Insights: Identify and create customer segments for cross-channel campaigns, gathering insights on customers' behaviour and transforming these into actionable optimisation campaigns.
  • Persona Development: Develop and roll out persona profiles across the business to ensure relevant and engaging lifecycle communications.
  • Journey Analysis: Continuously optimise and analyse customer journeys and programs, ensuring relevant and engaging lifecycle communications.
  • Test and Learn: Deliver continual test and learn plans across our campaign objectives, including audience planning, funnel optimisation, channel selection, prioritisation and message content and frequency.
  • Operational Delivery: Own operational delivery, optimisation and reporting of all automated campaigns, including budget management and ROI.
Requirements:
  • A related degree or at least 5 years of CRM management experience is essential.
  • 5+ years experience building and optimising EDM, SMS, and web/push strategies, including implementation of these streams is required.
  • Experience training other employees on how to execute EDMs, SMS, web and app push is necessary.
  • Setting up CRM/Lifecycle programs from scratch is crucial.
  • Experience in rolling out new loyalty programmes is vital.
  • Well-versed in using Google Analytics is desirable.
  • An all-round CRM professional with a data-driven mindset, having a well-rounded commercial understanding is necessary.
  • Proven Analytics and segmentation experience to drive increased growth and ROI in a fast-moving environment is essential.
  • Demonstrated experience deriving insights from structured data and driving commercial returns from a rigorous test and learn optimisation plan is crucial.
  • A deep understanding of CRM and complex customer journey to drive conversion, acquisition and retention is necessary.
  • Experience working on a CPD (Customer Data Platform) like Salesforce Marketing Cloud is desirable.
  • Demonstrated experience conducting AB and multivariate testing is required.

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