CLM Specialist
Job Overview
Position Summary
This role is crucial to delivering a superior customer experience across the Greencross network and requires a data driven, analytical and logical approach. Working closely with the Customer Lifecycle Marketing Manager, the successful person will be responsible for developing omni-channel lifecycle campaigns from end to end.
Key focuses include
Creating omni channel, customer-centric, personalised campaigns that increase loyalty and engagement with our integrated network of pet wellness products and services.
Executing the design and implementation of lifecycle marketing, trigger-based journeys (e.g. Welcome/Onboarding, Nuture, Grow, Lapse/Winback).
Collaborate with retail, services and vet product, product and marketing team members to execute integrated cross-channel campaigns via email and SMS, and support other channels as they are launched.
Closely track the performance of all lifecycle marketing campaigns, recommending and embedding robust test-and-learn methodologies into campaigns to improve core program metrics.
Work with Customer Lifecycle Marketing Manager and external partners in identifying new opportunities and value that could be unlocked in our customer base.
Serve as the day-to-day point of contact regarding the status and performance of lifecycle campaigns, platform functionality, and problem resolution.
The key responsibilities include
Campaign Briefs – Working with internal stakeholders to build briefs for customer journeys, ensuring you have a deep understanding of the objectives. Provide recommendations on the strategy, creative direction, timings, metrics, workflow, content, offers based on delivering the optimal customer experience.
Customer Journey Building – Using Adobe Campaign Standard, build the customer journeys and campaigns within the platform, using logic, including both email and SMS journeys, audience selection, email / SMS design, end to end execution and testing.
Data Management – Provide recommendations on the best audience to target with the assistance of the Customer Lifecycle Marketing Manager.
Reporting – Report on campaign performance, highlighting trends and insight that help shape customer journeys within the Greencross network. Continually manage workflows to ensure there are no operational issues and they are delivering the results intended.
Optimisation – Lead the optimisation of customer journeys which may include setting up testing plans, post analysis of testing and delivering key insights to the business. Manage and enhance A/B testing roadmap within email and providing continual results and recommendations for internal stakeholders. Continually seek opportunities to advance automation efforts.
Project Management – Managing the campaign execution timelines and timelines as required.
Competitor Analysis – Keep aware of the competitor landscape and the changes to pet ownership, customer attitudes and general market trends.
Customer and internal stakeholder support – Provide support with respect to any enquiries from the Customer Care team and other requests from internal stakeholders.
About you!
We are looking for an individual who is passionate about putting customer needs first and is commercial thinker. Having the drive to succeed, both individually and as part of a team.
You’ll have:
Marketing or digital related degree (preferred)
Marketing automation or CRM campaign background, with at least 3 years’ experience in Adobe Campaign Standard (or equivalent platform) and Google Analytics
Strong analytical skills and a data driven approach to identifying opportunities, trends, insights that support best practice lifecycle marketing automation strategies
High level of attention to detail and excellent problem-solving skills
Planning and organisational skills with the ability to manage multiple projects simultaneously with aggressive deadlines.
The ability to confidently communicate with cross-functional stakeholders.
Passion for pets!