Description
The CRM Manager is responsible for building and optimizing the relationship between Snapfish and its customers to create engagement and loyalty. The position manages the planning, testing and execution of customer communications for EMEA countries through the site, email and other available channels. The position reports to the Head of CRM Planning & Ops Manager, EMEA .
Specific responsibilities include:
Working with the Head of CRM Planning & Ops Manager to develop annual promotional objectives, plans and budgets.
Ensuring that CRM plan includes monthly promotional email testing, exploring areas where response and revenue can be optimised for maximum return, eg. Subject line, personalisation, and different offer (A/B) testing.
Creating and managing all CRM email and mobile notification promotions, from copy, offer development, offer code creation to email proofing, code testing and communication to Vendor and Customer Services. Maintain relationship with local translation agencies (for French and Italian) and Country Managers to ensure localisations are accurate and supplied in a reliable and timely manner.
Building upon and administering outbound email, mobile push notifications and online promotion systems, working with email providers and mobile tools. Constantly looking for ways to improve marketing processes which will deliver efficiencies and increased ROI.
Managing, building and optimising Program-based life cycle emails and transactional emails, tracking and reporting to deliver increasingly relevant CRM communications.
Responsible for tracking and reporting all CRM activity on a regular basis via Omniture, resulting in recommendations for future CRM planning
Working with Head of CRM Planning & Ops Manager and other regional CRM teams to coordinate and share plans across Snapfish worldwide
Building close relationship with Country Managers to deliver input into planning calendar, such as local events or seasonality
Developing offers and promotions, building business cases and pricing models, working with vendors to arrange special discounts
Contributing to overall EMEA marketing, product development and brand development strategy
Your profile:
2-4 years total direct marketing and merchandising experience in consumer goods or retail
At least 2 years of CRM marketing experience which must be with E-commerce B2C focused business
Bachelor's degree in Marketing or Business Studies required
Demonstrated success building sales through customer conversion, retention and share of wallet
Fluent in English with strong written and verbal communication skills. With Snapfish spread across multiple locations and time-zones, the ability to work remotely using all forms of communication (email, phone, instant messaging and face-to-face) is vital
Strong analytical skills using Adobe Omniture analytics tools
Thorough knowledge of E-commerce, mobile marketing and social media for B2C market
Solid experience of email provider tools, such as Responsys or ExactTarget, being a regular self-service user, able to create dynamic campaigns and programs.
Excellent usage of office productivity tools (MS Office package), plus design/digital tools (Photoshop, InDesign, Illustrator, Dreamweaver) ideally
Personal characteristics
As a key member of the close knit, small Snapfish EMEA team, personal characteristics are extremely important.
These include:
Positive, can-do, attitude - constantly challenging conventions, interested in making a difference by fully committing to the success of the business
Attention to detail - accurate, independent and able to work in a flexible office environment (communicate through email, phone and other smart office tools)
Drive for Results - Can be counted on to take on responsibility to meet goals and expectations without the need for constant monitoring
Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; is seen by client as having impact; establishes and maintains effective relationships with customers and gains their trust and respect
Priority setting - spends time on what is important; quickly zeros in on the critical few issues; eliminates roadblocks and creates focus