CRM Manager

Company: Apolis
Location: Seattle
Posted on: January 25, 2023

Job Description:

POSITION SUMMARY
The CRM & Loyalty Manager at Nestle Health Science will be instrumental in supporting the brand s overall growth by expanding our Retention-based activations, and thus maximizing customer lifetime value and driving customer loyalty.
The ideal candidate will instill a guest-centric mentality and identify innovative ways to connect with our core consumers in a personalized and meaningful way that aims to drive connection to the brand and growth in lifetime value. He/she will be responsible for establishing a company-wide world class framework that guides all brands on how to develop CRM & Loyalty strategies that deliver on brand s retention goals whilst building consumer s connection to the brand. This role will also partner and support the Digital Activation team to translate this framework into brand-specific strategies during our annual brand planning cycle, and then during execution phase, guide the CRM & Loyalty team to deliver upon those plans.

Develop and own our company-wide CRM & Loyalty frameworks:
" Build a company-wide CRM framework that outlines how a brand can develop a world class CRM strategy, inclusive of campaign-based and automated trigger-based streams.
" Build a company-wide Loyalty framework on how brands can activate loyalty programs (e.g. points, sweepstakes, gamification, etc.) to further reward loyal consumers, foster stronger connections and promote advocacy to future brand prospects.
" Ensure both frameworks are rooted in strong strategic thinking, provide clarity across key concepts within CRM & Loyalty and outline in a methodical and detailed manner all the steps needed to build a world-class CRM & Loyalty strategies for any given brand.

Guide various teams during the development of brand-specific CRM annual strategies and plans:
- Actively participate in the annual digital brand planning process with the Digital Activation team and oversee the proper adoption of the CRM & Loyalty framework.
- Guide the CRM & Loyalty team in the translation of brand strategic pillars to lifecycle & loyalty marketing strategies and tactics.

Oversee the execution of CRM & Loyalty activations:
- Develop and execute email, SMS and push marketing activations, inclusive of promotional, transactional, lifecycle, triggered and rewards-focused campaigns.
- Continuously refine segmentation approach to identify valuable consumers and opportunities that support further growth.
- Track and report on KPI metrics for CRM & Loyalty activations.
- Monitor and report key customer database analytics.
- Drive and execute key rewards initiatives, collaborating with cross functional teams.
- Manage all aspects of developing and operating the online loyalty program in order to drive membership growth, increased engagement, retention and profitability
- Continually monitor competitor loyalty programs
- Work with Digital Activation and Creative teams to develop assets needed for CRM & Loyalty activations.
- Work with our MarTech team to roadmap key platform features needed to execute campaigns, and build the testing program that drives improvement through experimentation

Act as the main subject matter expert of CRM & Loyalty in the organization:
" Act as a thought leader within the organization, driving to ensure an understanding of capabilities, and strongly advocating for the execution of key initiatives for a best-in-class CRM and Loyalty program.
" Stay on top of the latest trends regarding tools, tactics, news and innovation within the CRM & Loyalty space.
" Deliver educational sessions to our commercial and cross-functional team members on the CRM Framework.
" Manage relationships with CRM partners.

EXPERIENCE AND EDUCATION REQUIREMENTS
" 5-7 years of hands-on CRM, E-Mail Marketing and Loyalty experience
" Experience across multiple CRM mediums: e-mail, SMS and push notifications
" Experience building and growing Loyalty programs
" Experience in CDP is a plus
" Experience in developing and executing CRM strategies for DTC e-commerce brands is a must
" Experience operating on Klaviyo or similar ESP platforms is a must
" Experience operating on Yotpo or a similar loyalty engine is a plus
PREFERRED SKILLS
" Empathetic leader who can bring the best version of every individual in the team
" Performance-driven leader who raises the bar and helps others to attain the level
" Visionary leader who can craft a compelling vision, communicate clearly and get the team to be as committed to it as him/herself.
" Enjoy working in a dynamic and collaborative environment
" Exceptional attention to detail
" Excellent communication skills (written and oral)
" Experience working and leading cross-functional teams
" Ability to collaborate effectively across all levels of the organization and with outside partners
" Thrives in a fast-paced business environment with an ability to adapt quickly to change

Keywords: Apolis, Seattle , CRM Manager, Executive , Seattle, Washington