CRM Project Manager

Position Summary

Partners with brands and DCM teams both locally and regionally and external agency to define, implement and execute the CRM strategy including loyalty programs. Establish and deliver key KPIs to measure success and ways of improving these KPI’s. Drive best-in-class analysis and sharing across all brands. Drive CRM strategies that not only enhance customer engagement and retention but also significantly contribute to business growth.

Job Description

CRM Strategy and Growth:

• Define CRM roadmap to support brand equity and growth.
• Partner with cross-functional teams and external agency to plan, manage, and deliver personalized CRM campaigns across channels.
• Support the development, increase, and refinement (data quality) of the brand consumer database, as well as improving repeat/retention levels for all brands.

Data Management:

• Increase and maintain the reliability and quality of the database through appropriate data management (de-duplication, normalization, etc.) and qualification processes.
• Gather and analyze complex datasets across various platforms to provide key insights on consumer preference, define optimal consumer segments, campaign performance, and market competition.
• Provide ongoing data analysis on consumer behavior and engagement through quantitative and qualitative analytical tools.

Analysis and Performance:

• Analyze omnichannel performance to drive business strategy, profitability, and future campaign investment.
• Measure and track new opt-ins, repeat and retention KPIs, and consumer lifetime values for all brands.
• Measure and improve incremental business and ROI: monitor KPIs to analyze campaign results, establish test plans, identify best practices, and recommend action plans to increase revenue and engagement.

Project Management:

• Lead CRM projects including Loyalty Program by working closely with brand teams, external partners, and IT to ensure successful implementation and execution of CRM strategies.
• Collaborate with various stakeholders to align CRM initiatives with overall business objectives and ensure seamless integration across different channels and platforms.

Implementation and Collaboration:

• Be the key interface between the affiliate brand teams, regional team, external partners and IT to implement CRM strategy in the Affiliate.
• Advise the commercial team to negotiate sharing of CRM data and insights with retailers.
• Support the presentation of CRM key findings, insights, and recommendations to Consumer Marketing partners and leadership.
• Implement CRM tools and techniques in the affiliate. Partner with the regional CRM team to deploy new CRM tools.
• Be at the forefront of CRM trends: technology, strategy, channels, programs, best practices, etc.

Work Experience and Profile

• Strong analytical skills. Passion for data-driven marketing and marketing intelligence. Passion for reading numbers, visual representation of data and storytelling for meaningful and actionable outcomes.
• Strong project management skills. Detail-oriented and able to multi-task; able to prioritize and manage multiple projects simultaneously in a fast-paced, deadline-driven environment.
• Strong problem-solving skills. Action and result oriented. Innovative, Willing to experiment with new concepts and approaches. Come up with creative solutions to difficult problems.
• Strong business acumen, with the ability to understand and navigate complex business environments, make strategic decisions to drive growth.Excellent organizational and communication skills
• Excellent teamwork skills. Ability to work closely with a large group of stakeholders representing various areas of business.
• Experience performing analytics, segmentation, and data mining (Knowledge of SQL, Braze)
• Understanding of platform-data connection (Heroku, Braze…)
• Experience in Power BI, Sales forces, CRM technology management and overall strong ability to learn new software and navigate complex data environment.
• Managing brand loyalty programs, a plus.
• Skilled in driving CRM strategies that enhance database growth and retention, while also contributing to business growth.

Job Requirements and Qualifications

• 5+ years experience
• Languages: Spanish required. English Fluent