Job Description:
The CRM Manager will work together with the CRM Director in the development of strategies and implementation of Global initiatives that will address Customer Acquisition, Loyalty and Churn Management in alignment with the Global directives. He/she shall also provide assistance in the Region-level implementation of Global-CRM led initiative. The CRM Manager should demonstrate excellent verbal and written communication, project management, analytical thinking, cross-functional management and executive-level management skills. He/She should have demonstrated strength in the ability to work in high-stress environment, can-do attitude, hardworking, flexible, motivated, ability to work with difficult personalities, takes initiative and operates independently with limited supervision and very result oriented. The CRM Manager must demonstrate ability to flawlessly execute initiatives and plans, with consistent attention to detail.
MAJOR DUTIES AND RESPOSNIBILITIES Strategic Development Development of the CRM strategies that will include Acquisition, Retention/Loyalty and Winback and ensure that CRM initiatives are implemented as planned. Management and enhancement of the Global Loyalty Program. Development of retention initiatives/programs for Global products such as TFC and Theatrical/Movies. Lead Customer Engagement Initiatives for Global in close coordination with Global Product/Brand Marketing. Co-lead with Corp CRM the development, implementation & evaluation of enterprise projects. Project Execution and Tracking Supervise the implementation and ensure the effectiveness of all CRM programs for Global campaigns. Evaluate and track success metrics for Global CRM initiatives. Closely coordinated with Corp CRM, IT, Customer Service and Marketing in the development and implementation of CRM strategies. Track CRM Metrics as aligned with the Global business objectives from Customer Acquisition, Customer Retention, Loyalty and Churn Management May be asked to perform other tasks as may be required.
PROBLEM-SOLVING AND DECISION MAKING MAJOR INTERNAL AND EXTERNAL CONTRACTS (if any) Internal Contracts: Global Marketing (Product/Brand Manager, Content Marketing) – regular basis Regional Marketing – for Global projects with Regional implementation Business Units – TFC Online, Theatrical etc. Corp CRM and CBD Units –Enterprise-wide projects i.e. KTX, KTY, SSO External Contracts: Digital Agency – regular basis Minimum Qualifications:
??????Qualifications: Bachelor’s Degree in Business Management, Marketing, Business Economics, Communications, Finance, Engineering or related courses. At least 5 years experience within CRM, Marketing and/or Sales function, with exposure and good grasp of product/customer management, distribution, project management, business development. Preferably with exposure with Banking, FMCG, Telecommunication or Media/Cable industries (i.e. subscription-based business) and/or experience. Other skills required: Ability to multi-task; work under pressure and on tight deadlines; and meet deadlines on multiple projects. Effectively manages multiple relationships and interactions at any given time, including supporting multiple Direct Managers. Excellent interpersonal skills across internal team members, customers, dealers and other third-party vendors, groups or partners. Creative thinker and problem solver. Highly flexible and adaptable to change. Proactive and demonstrates take-charge attitude. Knowledge of Microsoft Office. “Hands on” orientation, very comfortable with implementation activities. Excellent oral and writing skills. Willing and able to travel extensively in the implementation of initiatives. Results oriented
