As a CX&I Senior Executive, you will be responsible for driving customer engagement and revenue growth through data-driven CRM campaigns. Key responsibilities include planning and executing multi-channel campaigns, optimizing customer journeys, managing the customer lifecycle, collaborating with cross-functional teams to create targeted offers, leveraging digital channels to increase online engagement, analyzing customer data to identify trends and opportunities, and ensuring seamless execution of CRM strategies.
Areas of Responsibility:
CRM Campaign Strategy and Execution
- Develop and implement data-driven multi-channel CRM campaigns.
- Analyze customer behavior to identify high-value segments.
- Create personalized campaign content and messaging.
- Monitor and optimize campaign performance.
Customer Journey & Lifecycle Management
- Map and optimize customer journeys to increase engagement and conversion.
- Personalize customer experiences through automation.
- Implement A/B testing to test different strategies.
- Acquire new, retain existing and reactivate lapsed customers through effective CRM strategies.
- Identify upselling and cross-selling opportunities.
Value-Driven Campaigns
- Collaborate with the commercial team to develop targeted offers and promotions.
- Analyze customer data to identify high-value segments and tailor offers accordingly.
- Implement and monitor the performance of value-driving campaigns.
- Optimize offers based on customer feedback and campaign performance metrics.
Digital Engagement
- Develop and implement digital engagement strategies to convert customers from offline to online.
- Create personalized digital experiences for customers.
Data-Driven Insights
- Analyze customer data to uncover insights and trends.
- Use data visualization tools to communicate findings effectively.
- Develop actionable insights to inform future campaign planning.
- Collaborate with data analysts and data scientists.
Requirements:
- Bachelor's degree in Marketing, Business Administration, or a related field
- 3+ years of experience in CRM, digital marketing, or a related field
- Proven track record of successful CRM campaign execution
- Proficiency in CRM tools
- Strong analytical skills and data-driven mindset
- Proficiency in Excel, SQL, and other data analysis tools
- Proficiency in data visualization tools (e.g., QuickSight, Tableau, Power BI)
- Excellent communication and interpersonal skills
