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Reference Code:  43202

CRM Campaign Manager

London, LND, GB

Permanent
  
  

Relevant, masculine and British. Since 1893, Alfred Dunhill has been engineering unique and stylish luxuries for men. We seek people who have commitment and drive with a strong commercial focus, and will thrive in a creative environment that encourages innovative thinking.

dunhill’s innovative and design-driven heritage is a unique platform to build upon,

by creating purposeful products with an aesthetic that is classic yet relevant today”

 

 

dunhill – CRM Campaign Manager

(Permanent Full-Time)

 

 

HOW WILL YOU MAKE AN IMPACT?

The CRM Campaign Manager will focus on planning and executing end-to-end client marketing strategies. They will be responsible for implementation, maintenance and optimisation of client marketing journeys within Marketing Cloud. Success will be measured by business impact in CRM channel ROI.

 

Key Responsibilities:

  • Manage change in a multi-cultural environment, using influence, persuasiveness and exemplifying the benefits of best practices
  • Build strong relationships and ties with other departments in which we depend on for successful project / campaign execution, particularly our stakeholders at markets

Loyalty Program Management:

  • Manage loyalty program globally and at market levels, development & supervising campaign KPI & effectiveness
  • Owner of campaign & program ROI & KPI
  • Manage change management across all business levels, particularly at retail store level
  • Develop trainings & guidelines for markets and retail stores
  • Collaborate with market teams to confirm the feasibility of the campaign plan and the specific requirements of the campaign
  • Project manage production & delivery of CRM tools (digital catalogue, eDMs, cards, gifts etc.)
  • Consolidate & monitor feedback & reporting from markets

Multi-Channel Lifecycle Journey:

  • Multi-channel includes but not limited to email, clienteling app, sms, advertising studio, wechat, line
  • Managing the journey lifecycle starting by design, executing and testing the journeys
  • Implementation of journey in Journey Builder & offline, and automations in Automation Studio
  • Coordinate with the markets’ teams to manage market specific channel (wechat, line) and follow the campaign calendar
  • Coordinate with market teams and central teams on execution
  • Design end-to-end personalized communications
  • Creates audiences through data segmentation using data filters, BI tool or automation studio
  • Applies testing methodologies & recommendations to optimize results
  • Monitors journeys and campaigns performance
  • Responsible for making recommendations on the marketing automation running platform to enable campaign strategies
  • Manages HQ and markets expectations throughout delivery; manage risk and issue escalations related to the campaigns
  • Define campaign guideline to markets

Customer Care:

  • Assist supervision of contact centre teams globally, cooperating with Richemont teams, customer care management, and driving commercial impact
  • Hands-on complicated customer centre cases and be the contact point for escalations
  • Drive business impact and customer satisfaction of Customer Care teams

 

 

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

Salesforce Marketing Cloud:

  1. Email Studio
  2. Mobile Studio
  3. Content Builder
  4. Journey Builder
  5. Advertising Studio
  6. Web Studio
  7. Analytics Builder
  8. Automation Studio

Strong CRM experience:

  1. Experience with clienteling app & clienteling campaign
  2. Experience working with Creative team
  3. Experience working in multi-cultural environment and working with local office in Asia, particularly China & Japan
  4. Experience in customer care management
  • Strong commercial mindset, business sense and customer-centric mindset
  • A team-player with experience in working collaboratively and independently
  • CRM experience within the fashion luxury sector would be an advantage, in addition to data segmentation and using customer data to influence future campaigns
  • Excellent communication skills
  • Highly self-motivated, analytical, with sharp attention to detail
  • Highly creative in problem-solving & communication, with rigorous implementation
  • Results driven and dynamic
  • Pro-active, enthusiastic and tenacious
  • Reacting intelligently and responding to unforeseen requests
  • Challenge status quo
  • Enjoy both analytical & artistic thinking

 

 

HOW DO WE KEEP YOU SMILING?

As a significant member of the dunhill community, you are also part of a much bigger family at Richemont.

We strongly believe in internal development, mobility and offering various opportunities to enhance both your personal and professional development.

 

 

YOUR JOURNEY WITH US:

We aim to provide a valuable recruitment process, allowing you to gain exposure to some key decision makers and influencing individuals:

1st Stage – After your application has been selected, our recruitment team will reach out to you within 2 weeks to conduct an introductory call

2nd Stage – Video interview with the CRM Senior Manager for dunhill

3rd Stage – Video interview with the Digital Director & Wholesale Western Region GM for dunhill

 

 

LEARN MORE ABOUT LIFE AT RICHEMONT AND DUNHILL BELOW:

https://www.linkedin.com/company/richemont/

https://www.youtube.com/channel/UCtcz344eqsWvggwOnq-yljg

https://www.youtube.com/user/alfreddunhill/featured