CRM Operations Manager

• Operational process design and implementation
• Work with the IT team and external vendors to source and implement the most appropriate technology solution for the business initiative
• Forecast accuracy, planning, and budget management
• Support the CRM business plan and budget development process and forecasting, including identification of the impacts of operational and policy changes, enterprise initiatives, changes in strategy, methodology, acquisition channel mix and other factors.
• Manage the outsourced contact center, briefing, delivery against defined sales targets, tracking performance, ensuring strict service levels are maintained
• Communicate contact center performance, highlighting areas to address with recommendations on remedial actions, opportunities and explore and help needed in CRM operations meetings
• Audit/Identification and optimization of campaign strategies and other factors impacting program performance. Identification of trends, issues, gaps and performance improvement opportunities across all CRM programs on a continuous basis
• Provide strategic guidance and recommendations on increasing sales for the brands
• Support strategic campaign planning activities including working with the CRM Operations Manager for Adult Brands and CRM Manager Analytics to identify key performance metrics to track, required resources and systems integrations required and development of end to end project plans
• Liaise with Brand teams, and other related parties on program setup, execution and operational reporting/analyses.
• Daily operations management duties include supervising campaign execution and resolving campaign operational issues
• Create and update internal CRM Operations procedure documents as needed
• Schedule campaign WIP meetings and circulate follow-up actions
• Manage and resolving campaign operational issues
• Conduct UAT for all projects which require technical support
• Work with the brands, Head of CRM agencies on development and operationalizing consumer journey campaign / program flows in Salesforce Marketing Cloud
• Ensure successful implementation of life-stage segmentation and associated communication triggers
• Work with the CRM Manager Analytics to ensure database integrity and accurate operation and campaign reporting
• Work with the Digital, Ecommerce, and sales heads to deliver true omni-channel consumer / customer solutions
• Develope testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products

• 8 - 10 years experience in CRM Including: management, customer life-stage segmentation, and omni-channel
• Experience in managing an internal contact center or outsourced agency
• Strong background in project and stakeholder management
• Experienced in developing customer acquisition, re-engagement and retention strategies
• Relevant business experience required with demonstrated understanding of database marketing strategies
• A Confident and articulate communicator capable of inspiring strong collaboration in an organisation, equally confident in presenting to junior executives and senior leaders within the organization, tailoring the content and delivery accordingly
• Proven track record in P&L budget management, forecasting, and tracking
• Excellent problem-solving skills along with the ability to understand and apply analytical judgment
• Ability to break down complex problems into manageable goals and actions
• Proven ability to navigate complex organization and build collaborative relationships across departmental lines
• Solid understanding of business planning, marketing testing and reporting methodology
• Ability to multi-task and work under tight and/or shifting deadlines; prioritize tasks based on business impact and manage time appropriately within a fast-paced environment
• Able to demonstrate with clarity an understanding of the CRM and Digital landscape, including: technology, processes, and how consumers interact with them
• Have a strong understanding of the role the contact center plays within the sales funnel and how it connects with other channels to deliver a coherent and impactful message to the consumer, to drive a purchase
• Technical Skills:
o Familiar with database design
o Database querying (e.g., SQL) is required
o Programming experience is a plus
o Advanced proficiency with Word, Access, PowerPoint and Excel is essential
o Familiar with processing mapping tools, such as Visio
o Familiar with project management tools such as MS Project…
o Experience with marketing database platforms and campaign management tools required
o Six Sigma certification a plus but not mandatory
o Salesforce certification a plus but not mandatory

- 13th month salary
- Training
- Laptop

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