CRM Executive, MEC
Full Time
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The role is responsible for for driving the Customer Care Relationship Management of new categories to ensure a best-in-class execution of the consumers’ journey, driving smooth consumer experiences, and reporting.
- Manage day to day administration of Hubspot CRM system
- Consumers’ data entry and hygiene check.
- Ensure consumers’ data integrity and availability for CRM plans.
- update and append any necessary information to leads and contacts
- Build the briefed segments’ data conditions on HubSpot.
- Workflows and marketing automation set up.
- Reporting of digital touchpoint results through Hubspot, driving insights and action plans to improve
- Development of Digital calendar in line with cycle and brand plans
- Set up of emails including scheduling, UTMs, creating, and QA and A/B testing.
- Set up of SMSs on hubspot and other system
- Connect the created touchpoints to the Journeys.
- Briefing creative agency for required assets, reviewing and feedback
- Ensure compliance with briefed content.
- Development and ownership of Consumer Journeys
- Development of consumer journey post-acquisition to ensure consumers are properly integrated into our brand through call center, emailer and SMS
- Development of hyper care content and optimizing it based on market changes and consumer pain points
- Manage and train call center agents
Reports to: Consumer Experience Manager – MEC
Geographic Scope: Middle East Cluster
WHAT YOU WILL BE ACCOUNTABLE FOR
- Dealing with agency on a day to day basis to ensure content is as per the brief requirements
- Dealing with internal stakeholders to update and showcase strategy for cycle plan
- Driving overall CRM strategy & implementation within MEC
- Develop and implement customer retention programs to reduce churn
- Monitor and analyse customer feedback to identify areas for improvement
- Track and report on the effectiveness of CRM initiatives and campaigns
- Supervise Call centre agency to ensure consistent and positive customer interactions across all touchpoints
ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE
- Bachelor’s Degree required
- Knowledge of email campaign management tools, specifically Hubspot Marketing as well as CMS/backend standard email templates (Shopify)
- Retrieval and uploading of data files to/from multiple systems and environments.
- Proven agility and capability to work in changing dynamics
- Strong problem-solving skills. Effective oral and written communication with work teams and other resources to accomplish goals. Excellent interpersonal and team skills
- Innovative, resourceful, and collaborative
- Initiative to work independently and proactively
- Preferably with Agency Background
WE ARE BAT
At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.
- Global Top Employer with 53,000 BAT people across more than 180 markets
- Brands sold in over 200 markets, made in 44 factories in 42 countries
- Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
- Diversity leader in the Financial Times and International Women’s Day Best Practice winner
- Seal Award winner – one of 50 most sustainable companies
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