CRM Manager - City Of Johannesburg Metro Verfied

R 600 000 per annum City Of Johannesburg Metro, Gauteng City Of Johannesburg Metro, Gauteng more than 14 days ago 29-05-2018 1:46:16 PM
24-07-2018 1:46:16 PM
Responsibilities:

Develop and implement CRM strategies across both Leading and Signature Brands encouraging customer retention and customer loyalty
• Help develop the CRM platform structure and architecture with the appointed service provider ensuring it works seamlessly across the organisation and captures all required information at key points in the customer life cycle
• Ongoing management of the CRM service provider to ensure leading edge technology developments are implemented to collect consumer data to enrich consumer profiles and improve personalisation of engagement initiatives
• Customer Journey Mapping analysing touch points across Brands and maximising commercial opportunities
• Collaborate with the Brand teams, communications partners to drive the thinking and execution of CRM campaigns
• Work closely with the Insights Manager to understand consumer and market segmentation and behaviours and identify consumer insights to leverage in consumer lifetime marketing campaigns
• Monitor and maximise lifetime value strategies ensuring maximum profitability
• Ensuring the database is segmented effectively for targeted marketing activities
• Develop and implement testing strategies for all aspects of the CRM to ensure the most effective approach for the company, the franchisees and products
• Manage the quality and consistency of data capturing across all customer touch points including the website, stores, competitions, marketing initiatives, call center and in-store events
• Present monthly reports and analysis on the growth of the marketable customer database
• Analyse and propose tactical customer lifecycle marketing campaigns following the completion of a full customer segmentation analysis
• Create and establish CRM KPI’s and analyse campaign results with the Brands with the aim of continuously refining strategies
• Develop monthly dashboards pertaining to CRM performance across Brands and report monthly to key stakeholders
• Develop a customer targeting programme, targeting customers according to segmentation and communication plans
• Keep abreast of consumer trends pertaining to direct marketing and emerging communication channels.

Experience:
• Extensive experience of direct and digital marketing ideally in a similar industry. (minimum of 3 years)
• Strong background in customer acquisition, re-engagement and retention strategies
• Knowledge of marketing tools and methods, CRM Management, local market knowledge
• Demonstrated experience in working with databases, data analysis, segmentation and modelling
• Strong background in customer acquisition, re-engagement and retention strategies
• Experience with A/B testing, messaging and post campaign analysis
• Analytical mindset with experience in translating data into relevant insights and world class engagement strategies

Education:

• Tertiary qualification required. Preferably Marketing, Commerce and/or Information Systems related.