NZ CRM Manager
Amplifon · Auckland
Position Overview
Currently we are looking for the NZ CRM Manager.
Reporting to the Head of Marketing, the CRM Manager will analyse data to design the strategy and to manage personalized relationships with customers and prospects. It builds thorough databases, analyses customers and defines micro-segments to treat them in a personalized way with one to one communications.
Key Responsibilities
- Develop insight into database and segments to deliver relevant segmentation, offers and communications
- Develop CRM strategy and programmes and manage CRM and supply relevant segments into Contact Centre teams to deliver to market
- Review and report on all KPI’s and continually refine strategy to improve performance and ROI
- Oversee management of external suppliers such as CRM support, creative agency, printers, mail house and data suppliers
- Manage Opex and Capex budgets effectively
- Develop targets and forecast delivery from all CRM initiatives and Contact Centre calling.
- Develop Adobe and other integrated platforms to maximise performance
- Develop deep understanding of the Customer lifecycle and CRM database to identify opportunities for improved performance
- Delivering effective personalised and targeted campaigns to nurture, creating customer journeys to encourage first purchase and drive repeat purchase.
- Work with corporate CRM and other country CRM teams to gain learnings and insight for the NZ market
- Develop and implement new segments, delivering effective personalised and targeted campaigns.
- Develop and implement refined targeting, segmentation, sequencing, relevancy of offer and communication and channels Improve conversion rates through rigorous test and learn.
- Management of data and data hygiene activity. Ensure Marketing Association best practice and relevant privacy and other laws are being adhered to
- Develop platforms and systems e.g. CRM, front office systems, TM platform systems for improved outcomes both internally and for the customer
- Support development of Power BI marketing reporting suite
- Manage or support other marketing projects or ad hoc requirements
Skills
- Ability to manage a high volume of omnichannel CRM campaigns;
- Strong work ethic and ability to work with cross functional and multicultural teams;
- Excellent written and verbal communication skills;
- Ability to manage and prioritize competing demands with a customer-focused and outcomes-cantered approach;
- Attitude for KPI monitoring;
- Adaptable to a dynamic environment with rapidly changing priorities;
- Demonstrated understanding of project management and process management;
- Internal / external stakeholder management;
- Knowledge of Adobe Marketing Cloud is a plus;
Education & Experience
- University degree required in Business & Administration, Marketing, Communications
- Minimum of 6 years’ experience in executing CRM strategy
- Strong knowledge of CRM and marketing best practices, processes, and tools within customer-centric organizations
- Proven experience working with data and analytics to inform decision-making and campaign optimization
- Industry experience in Telecommunications, Energy, or Insurance is a strong plus
Putting People First
One of the ways we amplify careers is by helping our people achieve their full potential. We do so by providing constant constructive feedback and training opportunities that empower our people to excel.
In addition, if you’re ready to put in the hard work, we’ll make sure your dedication and achievements are recognised.
Ready to take the next step in your career? Amplify your purpose with Amplifon!
As an employer that embraces Equal Opportunity and promotes inclusion and diversity, we encourage people of all ages and backgrounds to apply.