CRM Manager
abbot
San Jose, Costa Rica
hace 6 días

CRM Manager, this position is for Abbott Nutrition, the commercial offices is located in City Place, Santa Ana, Costa Rica.

Primary Job Function

The CRM Manager will provide expertise, vision, and leadership leading to practices, strategies and technologies designed to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving the customer journey, promoting customer retention, and driving sales growth for Abbott Nutrition Brands.

The CRM Manager will define and deliver successful, highly measurable CRM programs pinpointing specific business goals and audiences to support entire consumer lifetime value including traffic generation, user acquisition, engagement, and loyalty.

The incumbent will partner with marketing, e-commerce, and commercial / operations teams to implement programs and activities that build profitable, long-term customer relationships across all channels.

The ideal candidate will define and execute multi-channel CRM campaign management programs that cost-effectively increase the lifetime value of consumer relationships and deliver a positive ROI.

Core Job Responsibilities

  • Support Customer Journey mapping by analyzing touch points with the organization and maximizing loyalty opportunities.
  • Lead the workload with business and technology stakeholders, service providers and agencies to gather functional and technical requirements and optimize day-to-day operations;
  • ensuring data meets functional requirements, system compliance and interface specifications working closely with IT.

  • Lead the consumer analytics and behavioral reporting and is accountable for the development of best-in-class consumer professional segmentation and targeting strategies based on purchase history, consumer type, consumer behavior, health conditions & demographics to deliver advanced, personalized consumer experiences in digital media channels.
  • Lead ongoing CRM strategies as well as the annual Brand Experience calendars that enable continuous and consistent testing, learning, and optimization to maximize consumers’ lifetime value and loyalty, supporting the development on-brand direct response oriented cross-channel creative executions.

  • Manages the business customer relations protocols, the refinement, CRM segmentation, onsite personalization, and product recommendation programs and platforms, managing key data vendor relationships and databases formulating strategies, strategy execution, asset delivery management and testing of direct communication among other multichannel communications.
  • Responsible for overseeing the creation of models against lifetime value, retention, churn, loyalty and advocacy programs.
  • Lead initiative to gather consumer and professionals feedback and to ensure the business’ consumer relations programs with external agencies and suppliers to ensure the successful delivery of the CRM.
  • Report on KPIs through dashboard creation and internal communication of results and insights Maintain and document policies, procedures and standards related to database marketing and activity tracking.
  • Conducts post-campaign analytics for the purpose of realizing recommendations for future CRM campaigns.

    Required :

  • University Degree in Business Administration with focus on Marketing or Informatics. (Graduated)
  • Minimum Experience / Training Required

    Required :

  • 3+ years of experience in CRM, tech vendor / agency&project management and digital marketing :
  • Experience leading email marketing and retention strategies
  • Experience developing and executing email marketing plans to deliver quantifiable impact across digital channels including solid understanding of deliverability optimization
  • Experience working with workflows, database segmentation, and retention strategies
  • Understand and have experience in planning, modeling, segmentation, targeting, execution, and analysis of CRM campaigns including quantifying direct impact on sales
  • Experience working in Direct-to-Consumer, data-driven environments.
  • Proficiency using marketing automation tools including Salesforce Marketing Cloud, comparable multi-channel management systems to implement user journeys
  • Knowledge of Central American market dynamics.
  • Optional :

  • Preferably 1 year managing complex CRM implementation plans.
  • E-commerce experience within healthcare and / or CPG experience a plus.
  • Language :

  • Advanced English level.
  • Competencies :

  • Project Management skills
  • Strategic, organized, detail-oriented, and results-oriented, with the ability to work in a fast-paced and dynamic environment
  • Strong interpersonal and communication skills
  • Strong analytical skills
  • Data-driven, analytical mindset with the ability to formulate and translate insights into action
  • with measurable results
  • Fieldwork : 20%

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