Customer Relationship Management Manager

작업 내용

Uplers is a one-stop digital services company delivering end-to-end web, design, digital marketing, and email production services to businesses and agencies across 52+ Nations. Backed by a team of 500+ digital experts, Uplers has served 350+ White Label Agency Partners along with a long array of direct clients, including - National Geographic, Amazon, Facebook, Disney, 21st Century Fox, etc. With its physical offices situated in the USA, UK, Australia, and India, Uplers moves forward with a mission to rise as #1 Global MarTech Agency.

Role and Responsibilities:

You’ll work closely with others in the CRM team, and across the wider business to:

1. Implement & Maintain CRM Model. You will be responsible for ensuring smooth implementation across your Centres. This will entail either launching key journeys/activities first or translating (adopting) already tested programs elsewhere into your regions.

2. CRM performance management. You will need to monitor and report upon a specific set of reporting requirements; campaign, base and NPS. You need to use results/learnings to influence decision making and recommend changes. Ultimately you need to become a regional CRM expert.

3. Regional planning. You will need to work with Regional & Centre marketing teams, creative services, brand partnership and others to build a quarterly CRM schedule (using CRM Model as a basis), which needs to be reviewed monthly and discussed weekly. You will need to work within existing process frameworks whilst maintaining a level of independence for CRM.

4. Creative excellence. You will need to ensure creative execution is both on brand and aligned with our CRM Model/strategy. This entails a mix of good creative briefing, thorough assessment of creative approvals and some elements of copywriting. You should aspire to build deep knowledge of how channels work and what works best within each. Test & learn needs to be your primary method of achieving this.

5. Thorough Salesforce (decisioning / deployment) briefings. You will need to adhere to stringent processes and briefings, to ensure clarity over journey designs, test & learn, segmentation, personalization, translations, measurement, deployment scheduling, and other areas.

6. Centre / Stakeholder management. You will own CRM plans for your regions and must endeavor to ensure that your Centre stakeholders are kept in the loop and that their buy in in sought. You will need to adopt an account management approach.

CRM Skills:

● An understanding of CRM and of full customer lifecycle journeys

● Strong Email Marketing (preferably Salesforce Marketing Cloud) skills

● Exposure to multi-channel environments

● Highly data literate and an understanding of campaign performance metrics

● Attention to detail. And able to work with detailed campaign briefings

● Able to articulate logical alternative solutions clearly and compellingly

● Excellent stakeholder management

● Nice to have: HTML, Digital, XML, CSS, Photoshop, Fluent in another Euro language

● Super Fluent in English communication