What you’ll do:
As CRM Strategy Manager, your experience in creating impactful direct engagements will be essential to provide strategic guidance on key client engagements, together with Strategy lead. Rooted in an in-depth and empathetic understanding of the consumer’s current environment and ecosystem as well as their priorities, motivators and pain points, you will play a central role in developing effective CRM programmes and experiences relevant to consumers’ needs and aligned to clients’ business ambitions.
Day-to-day, your role includes:
• Building consumer personas, identifying pain points and mapping CRM centric experience journeys to envision brand experiences and how they connect across web, mobile, AI and other emerging interfaces
• Focusing on the core business KPIs, develop and implement CRM programmes that align to key moments of need within the customers journey based on insights from analytics and behavioural science, derived from consumer and digital platform data tools (eg Salesforce, Comscore, Google Analytics, GlobalWebIndex, Social Analytics)
• Deliver omni-channel direct engagements across email, push notifications, web, mobile apps, social platforms, and other channels and devices, as relevant to the customer segments and experience
• Crafting CRM Experience briefs with powerful, unexpected insights that inspire
• Identifying cultural trends and keeping a pulse on internet and start-up culture; providing teams and clients with a point of view on how it affects the way brands connect with people
• Partner with client to innovate meaningful member benefits, programmes or feature improvements that differentiate the brand and delight customers, anchored on familiarity with adtech and martech tools and platforms
• Partnering with other capabilities across the agency (Business leads, Data, Technology, Experience Design and other teams) to determine strategy needs, develop and facilitate implementation of CRM Strategy and Programmes.
