Description
CRM Manager, Digital, Agile
My client is an internationally recognised company based in Brussels who is currently looking for an experienced CRM Manager to join their existing team.
As the CRM Manager you will be responsible for defining and developing the companies' CRM strategy with objectives to increase the total NPS and to stimulate growth (sales, upsell).
As the successful CRM Manager, you will:-
- Define the companies' CRM strategy (Data architecture, Data structure, Data governance, Data collection, Data usage) in close collaboration with the different units and more especially with the Customer Experience, Marketing, Operations and IT teams, with objectives to increase the NPS but also to stimulate growth
- Map the customer journey and analyze the touch points within the organization with regards to CRM.
- Advise management on opportunities to be integrated in the roadmaps. Propose recommendations for CRM, based on a well-founded analysis and taking into account the financial impact, business priorities and unit strategy. In short, define the top 10 uses cases to be developed and bringing values to Brussels Airlines.
- Define and document key requirements for the CRM roadmap in alignment with the different units and more especially with the Customer Experience, Marketing, Operations and IT teams.
- Oversee the different CRM implementations together with IT. The CRM Product Manager is E2E responsible for the successful implementation of the CRM initiatives.
- Advise the Test Manager and Test Coordinator on CRM testing strategies and translating requirements into test scenarios.
- Analyze impact on existing processes and ensure that process changes are well implemented in collaboration with the respective departments.
- Monitor the impact of CRM implementations on KPIs like NPS and growth (sales, upsell).
Required experience:
- Master degree (Business or IT) or equivalent through experience in a related function;
- 3 to 5 years of relevant experience in CRM, digital marketing;
- Experience as product manager, business analyst and/or excellent business requirements definition skills;
- Strong project management skills;
- Strong interest for new technologies;
- Customer minded;
- Excellent knowledge of English, both spoken and written;
- General knowledge of and experience with CRM systems and solutions;
- Experience or familiarity with IT development methodologies (Agile/Scrum, waterfall etc.) is an advantage; General IT affinity. Able to discuss with IT in a constructive way.