CRM Co-Ordinator

The CRM Coordinator, working on the Mweb brand, plans, implements and measures direct to customer marketing campaigns across communication channels, targeting existing and prospect customers. Campaigns include prospect conversion to turn interest into action, upsell and cross-sell initiatives to maximise revenue, and driving loyalty through educational and engaging content.

The coordinator will also implement fun campaigns, like competitions, and manage operational communications to ensure customers are well-informed, happy, and loyal

Core Deliverables and responsibilities:

• Customer segment targeting:

o Fully and completely understand the customer bases and the attributes that define them and aligning all activity to these segments.

o Align campaigns to segments and their relevant communication channels.

• Brand alignment:

o Align all campaigns to brand, along with audience segments.

• Planning and implementation:

o The role is fully accountable for all direct to customer marketing campaigns across all bases to deliver to business and function requirements.

o Develop & implement all Direct to Customer campaigns across Prospect and Existing customer bases from segment, brief, data and design to implementation. Working across Email, SMS, Dial, WhatsApp, In App and online account communication channels.

o Implement Operational communications accurately and on time.

o Manage and maintain the monthly campaign calendar, ensuring always to update with business changes documented.

o Develop new, update and maintain all Fresh sales templates.

o Set up all campaigns and flows, across communication channels, within the Omni channel tool.

o Cross-functional engagement with relevant teams.

o Manage the process and parties to deliver on time and accurately.

• Performance

o Monitor and analyse all campaign performance on a monthly basis, using the learnings to guide campaigns.

o Generate post-campaign and month-end reports accurately and on time.

o Stay updated on industry best practices

Measures of success:

·       Churn

·       Conversion rates

·       Open rates | Click through rates | Mobile open rates

·       Delivery Engagement

Skills and attitude:

• Data driven and analytical thinking
• Strong understanding of how customer segments work and are driven by different customer attributes
• Strong writing/editing skills.
• Exceptional attention to detail.
• Excellent communication and interpersonal skills to enable working with cross functional teams.
• Self-motivated with effective task and time management skills.
• Proven ability to develop, execute, and optimise CRM campaigns across communication channels
• Basic HTML editing knowledge is advantageous.
• Experience in using Omni-channel CRM systems, including base segmentation, building flows and setting up campaigns.
• Attitude: Ownership and accountability for self and role.
• Collaborative team player approach to working cross functionally.

Experience:

• Diploma/Degree in Marketing/Communications.
• 4+ years in Email marketing.
• Demonstrated analytical and data-driven thinking using performance to guide future actions.
• Experience setting up and working within Omni Channel CRM platforms.

Experience working with design and copywriting teams