Enhance Customer Experience as Senior CRM Manager

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomerRelationship Full time $120,000 - $135,000
Senior Customer Relationship Manager Position

This senior role is responsible for leading the development and execution of a comprehensive CRM strategy, ensuring seamless customer experiences across multiple channels.

  • Maintain and optimise Salesforce Marketing Cloud platform to deliver robust and efficient marketing campaigns.
  • Develop and execute CRM strategies across Email, SMS, Social, Web and Push Notifications to drive customer engagement and loyalty.
  • Identify and create customer segments for cross-channel campaigns, leveraging data-driven insights to inform marketing decisions.
  • Gather insights on customers' behaviour and transform these into actionable optimisation campaigns, continuously evaluating and improving the customer journey.
  • Develop and roll out persona profiles across the business, aligning marketing efforts with customer needs and preferences.
  • Continuously optimise and analyse customer journeys and programs, ensuring relevant and engaging lifecycle communications that meet evolving customer expectations.
Requirements:
  • Related degree or at least 5 years CRM management experience, with a proven track record of delivering successful CRM initiatives.
  • 5+ years experience building and optimising EDM, SMS, and web/push strategies, including implementation of these streams, and training other employees on their execution.
  • Experience setting up CRM / Lifecycle programmes from scratch, rolling out new loyalty programmes, and deriving insights from structured data to drive commercial returns through rigorous test and learn optimisation plans.
  • Demonstrated experience conducting AB and multivariate testings, with a deep understanding of CRM and complex customer journeys to drive conversion, acquisition, and retention.
  • Around CRM professional with a data-driven mindset, having a well-rounded commercial understanding and experience working on a CPD like Salesforce Marketing Cloud is desirable.

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