CRM Executive, MEC

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

Tagged as: Sales