Position Summary
We are seeking a highly skilled and experienced CRM & Loyalty Strategist to join our dynamic team. The ideal candidate will have a proven track record of developing and executing customer-centric strategies that drive business growth.
Main Responsibilities:
* Critical Role Planning:
o Analyzing current CRM capabilities and market opportunities to identify gaps and areas for improvement, while quantifying potential business value.
o Developing comprehensive business cases, ROI reviews, performance metrics, and benchmarking reports to track brand and group performance in CRM and loyalty initiatives.
* Customer Insight Generation:
o Leading and overseeing the research process to gather insights into customer behaviors and preferences, informing brand strategies.
o Conducting in-depth analysis to understand customer segments, purchasing behavior, and the impact of loyalty programs.
* Martech Platform Ownership & Enablement:
o Evaluating the fit and performance of the customer platform to ensure it supports current and future business needs.
o Driving adoption of platform features across the business, maximizing ROI, and enhancing customer experience management.
* Cross-functional Collaboration & Strategic Program Management:
o Collaborating with various brand teams and stakeholders to drive continuous improvement and implement strategic marketing initiatives.
o Developing and prioritizing new business cases and features, assessing impact and ROI.
Requirements:
* A minimum of 3-5 years of experience in retail environments, with a strong emphasis on digital marketing, CRM, or loyalty program management.
* Demonstrated success in developing and executing CRM and loyalty strategies that enhance the customer journey and drive measurable results.
* Strong analytical skills with the ability to interpret customer data, market trends, and performance metrics to derive actionable insights.
* Able to scope, plan, and execute complex strategic initiatives, balancing long-term vision with short-term tactical needs.
* Strong understanding of marketing technologies and platforms, with experience driving platform adoption and enabling teams to fully leverage these tools.
* Proven track record of working with teams at all levels to drive best practices, upskill others, and create solutions that meet customer needs.
* Commercial mindset, with the ability to assess opportunities and understand the broader impact of CRM strategies on customer engagement and revenue.
What We Offer:
This role offers a unique opportunity to work with a dynamic team, driving business growth and delivering exceptional customer experiences. Our organization values diversity and inclusion, creating an equal employment environment where everyone can thrive.