• Job Description

  Req#: 7377

  Job Description

  CRM Manager analyses 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 one2one communications.

  Set strategy and deliver the CRM programme and Contact Centre production to generate appointments.

  Objective of the Role

  • Develop insight into database and segments to deliver relevant segmentation, offers and communications.
  • Develop CRM strategy and programmes and manage CRM and 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 creative agency, printers, mail house and data suppliers
  • Develop forecasted delivery from all Contact Centre teams. Includes CRM, cold calling, leads and inbound teams.
  • Manage Contact Centre budget effectively.
  • Work with Contact Centre Manager to: Ensure effective workforce planning is in place, ensure Contact Centre FTE is maintained at forecast. A consistent level of performance and delivery is maintained from all Contact Centre teams. Maintain a positive culture.
  • 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.
  • Work with corporate CRM and other country CRM teams to gain learnings and insight for the India market.
  • Develop and implement new segments, refined targeting, segmentation, sequencing, relevancy of offer and communication and channels.
  • Management of data and data hygiene activity. Ensure Marketing Association best practice and relevant laws are being adhered to
  • Strong working relationships with list providers and ensure contractual commitments with list providers are met.
  • Develop effective strategies for managing list across multiple channels.
  • 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.
  • Produce, analyse, and use data to discover market and business trends for Amplifon, to increase profits and efficiency. It analyses complex data sets, tracks and to measure insights, building critical reporting, and drawing key insights.
  • Manage Loyalty & Partnership mechanisms through different programs, defining the proper objectives, targets, and business cases.
  • Produce reporting and state-of-the-art analytics to support customer segmentation & positioning decisions and boosting the CRM results and campaigns.

  Skill Set

  • Knowledge of customer retention strategies and lifecycle management.
  • Exceptional verbal and written communication skills.
  • Analytical and data driven.
  • Technical system integration, 5+ years CRM experience in B2C in retail or services marketing.
  • Ability to work in a team collaboratively.
  • Ability to work in a fast-paced environment while managing multiple tasks.
  • Proficient with Excel, Word and PowerPoint.
  • Adobe Campaign Manager experience preferred but not essential.
  • Strong data and data management experience

  Responsibilities

  • Develops processes for each step of the customer lifecycle. Their responsibilities are to build relationships with clients and seek feedback to improve the overall client experience.
  • Collecting, segmenting, segregating, and analysing data using In- house CRM system.
  • Analysing consumer behaviour, creating, and analysing trends to deliver effective engagement with clients.
  • Making amendments to current CRM system with support of IT function to make it more efficient.
  • Innovate new ways or channel to communicate with customers and improve conversions at various level of customer journey.
  • Overseeing the interactions between customers and key team members, such as Customer Service Representatives at store or call centre.
  • Creating modules and imparting monthly, quarterly training sessions to call centre and clinic teams on effective customer service skills.
  • Developing marketing campaigns and executing retention campaigns for Users and Prospects. Very Special offer designing, execution, and Reporting.
  • Collaborating with Sales, Digital Marketing, Call centre, retail excellence, customer service and operations teams to improve the customer experience.

  Preference

  • Master’s degree in marketing or business management.

• About the company

  Hearing services since 1950. Check this page and choose your country to discover what Amplifon can do for your hearing health.

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