Global Digital CRM Program Manager

in Morrisville, NC

Job #:276984

Practice Area: Creative

Date Posted: 09/19/2019

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Position: Global Digital CRM Program Manager

Location: Chicago, Illinois (40% Travel required)

Terms: Direct Placement

Manager: Global Head of CRM and Digital


Position Description:
Our client is a Fortune 500 Company that creates the technology that positively impacts the lives of people around the world and we have big plans for the future. We’re constantly pushing the boundaries of what’s next. We invent, build and deliver some of the most powerful mobile devices in the world.

About the Role:
We are in the midst of an exciting digital transformation period and looks to become an emerging leader in CRM for the digital era.  The goal is to understand consumers, how they behave and how they perceive our products and brand.  Imagine working in an environment where continuous improvement and innovation is celebrated and rewarded; where fast-paced, high-impact come together to drive results for the one of the most iconic brands.  As the Global Digital CRM Program Manager, you will report to the Global Head of CRM and Digital, and help evangelize different strategies and tactics to global marketing teams for execution.  

Looking for a passionate, talented, and experience Digital CRM manager with deep subject matter expertise to become a strong contributing team member.  We are seeking a person who is creative and customer obsessed, to develop and execute best in class CRM programs for our customers. The team will work in an entrepreneurial and strategic approach to push forward ideas, innovation, execution and culture, working cross-functionally with the Global Marketing counterparts. We are ready to drive our brand to new heights using, customer data, digital experience and engagement as essential components to drive the business to the next-level.  

Position Overview:
The Sr. CRM Program Manager will partner with various teams to develop next gen CRM strategy, capabilities and processes to deliver personalized, customer-centric marketing campaigns across multiple digital channels and touch points. Reporting to the Global Head of CRM and Digital this role will deliver and drive recommendations and enhancements to reach aggressive revenue goals and key performance indicators. You will define strategy and plans for the next generation of CRM needs. The role requires a passion for customer data, developing measurable delivering results, a commitment to action-oriented analysis and a keen focus on the customer – both external and internal. Will thrive in a fast-paced, reciprocal environment, working across various marketing partners, Analytics, IT, Product, and Brand.   

Key Responsibilities:

  • Provide thought leadership to develop and guide CRM strategy and drive development and deployment of relevant omni-channel CRM capabilities
  • Deliver recommendation on CRM approach tools, marketplace trends and best practices to guide the CRM evolution across multiple levels of global markets
  • Partner with Consumer Insights and Customer Analytics team to identify and operationalize customer data, predictive models and campaign results for assigned initiatives
  • Identify key insights to build segmentation and lifecycle marketing strategies and program ROI analysis requirements
  • Partner with cross-functional global marketing partners to develop a comprehensive customer contact strategy across multiple digital touch points such as email, push, app, and website.
  • Design the analytics environment and CRM data environments to ensure we have the data needed for all future campaigns and analytics available to the CRM team in an efficient format
  • Develop the test and learn agenda toward answering key questions that will guide the CRM roadmap for the company and continue to champion the continuous evolution of CRM capabilities
  • Build and drive transformation of internal processes and tools to support marketing efficiency and optimization
  • Use analytics and insights to create new CRM and broader business strategies that drive company growth and CRM program maturity.
  • Act as a thought leader with regards to emerging CRM technology and methods and helping push the organization forward
  • Position CRM impacts and benefits to all key partners effectively

Position Requirements:

  • Bachelor’s Degree
  • Minimum of 7 years of experience in Marketing, Loyalty, Digital Marketing
  • Previous experience managing a team
  • Experience in a global role/setting
  • Ability to provide guidance, and mentoring to junior-level team members on best practices and effective methods for understanding data to present findings
  • At least 4 years of Digital CRM experience implementing data specific strategies and omni-channel programs
  • Experienced managing strategic initiatives with multiple cross-functional partners within project timelines
  • Strong leadership skills with excellent interpersonal skills to develop strong partnerships across Marketing, Product, Technology, and other functions to enable CRM initiatives
  • Proven expertise in developing robust segmentation development and penetrating marketing analysis.
  • Ability to review the current business climate and CRM program and develop strategies that improve program performance and meet business goals simultaneously.

Preferred Qualifications:

  • MBA
  • Previous experience managing global teams

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