CRM Manager

Chatters Limited Partnership - Toronto, ON (30+ days ago)

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Chatters, the leader in the Canadian hair and beauty industry with 116 locations has an exciting new opportunity and immediate opening for a CRM Manager. If you are a confident, business savvy, digital marketing professional then this could be the opportunity for you!

We are looking for a self motivated, energized and articulate team player that can inspire collaboration, deliver and execute an overall digital marketing campaign to support our strategic initiatives. The CRM Manager is an integral member of the Marketing team and contributes to all aspects of marketing campaign execution (scoping, development, execution). A key component of the role is to manage the loyalty program and data segmenting.

Responsible for understanding Chatters business needs and collaborating with stakeholders to deliver high quality, technology based, business solutions. The CRM Manager has excellent business knowledge, experience and has a complete view of interdependencies and how they support Chatters strategic initiatives.

The CRM Manager will have a strong background in customer acquisition and retention with a full understanding of Chatters business needs to collaborate with stakeholders and deliver high quality, technology based business solutions.

The position requires excellent technical and business knowledge, previous experience in a similar CRM Management role, strong commercial outlook, the ability to see projects through to fruition, and a complete understanding of CRM principles in a business to business and business to client environment.

We are looking for a Technical Marketing top performer that enjoys working in a fast-paced environment to support our Head Office in Red Deer, AB, with up to 20% travel to that location. Partial remote work structure from the GTA is available until Regional office opens late 2020/2021.

A little about the role:
Reporting to the Director, Marketing & Branding you will be responsible for the following:

Plan and deliver on CRM strategies across the company encouraging customer retention and customer loyalty.
Determine CRM platform structure and architecture ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle.
Customer Journey Mapping analyzing touch points with the organization and maximizing commercial opportunities.
Work closely with all departments to ensure the CRM works effectively for all aspects of the company.
Oversee direct communications with customers through the CRM.
Monitor and maximize customer lifetime value strategies ensuring maximum profitability.
Ensure the CRM database is segmented effectively for targeted marketing activities.
Oversee the migration of all direct communications to lower cost mediums such as SMS and email.
Develop testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.
Leveraged analytics, insights and best practices to improve decision-making, processes and campaign development activities.
Provide analysis of campaigns to determine effectiveness.
Propose and recommend value-added events, initiatives, and projects, directly related to CRM analysis.
Leverage both digital and traditional channels to enhance the customer communication strategy.
Contribute to strategic analysis and recommendations on how to further drive brand engagement through existing and new marketing initiatives.
Assist and contribute to further developing, enhancing and implementing processes and programs to drive the growth of profitable Clients.
Collaborate to better understand the performance of marketing activities for continual refinement and success.
Maintain and develop knowledge of the latest marketing trends and technologies.
Assist in managing customer communication frequency to ensure customers get the most appropriate message or offer and are not contacted too frequently.
Adhere to Customer Privacy Legislation; Customer Communication Preferences; National Do Not Call List in target audience selection.
Maintain quality control ensuring that all selection criteria have been applied and that all data has been properly verified before executing.
Perform analysis and assessments to identify operational trends, root cause product or operational issues, and provide recommendations for resolutions or improvements.
Other duties as assigned by the Director, Marketing & Brand and Manager, Ecommerce

A little about You:
Post secondary degree in Business, Marketing, Finance or Computer Science supplemented with 5 plus years' experience in a Business Marketing or Campaign Management role.
Previous CRM experience, particularly Sugar CRM, Dynamics or Salesforce.
Proven experience as a project administrator in customer implementations with CRM software.
Experience in using advanced CRM tools (SAS Customer Intelligence Suite, SQL Programming, Adobe Audience)
Advanced experience in customer segmentation, testing methodology, campaign reporting and data driven targeting strategies.
Able to investigate, analyze and compile information and data to draw conclusions and make recommendations.
Team oriented, flexible with a "roll up your sleeves", "can do" attitude.
A passion and interest for a salon and retail environment.
Experience in deploying large scale technology transformations including program and change management.
Experience in working with financial/marketing information including business cases, KPI's, ROI, NPV.
Experience in analytical techniques such as attribution modeling, A/B testing, design of experiment.
Knowledge of database architecture fundamentals and best practices.
Experience in business process re-engineering.
Ability to understand technical details quickly and posses the ability to communicate those details so they are easily understood by less technical staff
Solid technical background and understanding of software development and web technologies.
Excellent organizational skills with great attention to detail and ability to multi task.
Superior written and verbal communication and business partnering across all levels of the organization, coordination with multiple stakeholders and a strong customer focus.
Ability to prioritize and flexible/adaptable to shift priorities on a frequent basis.
Strong business knowledge in retail and consumer products would be an asset.
Entrepreneurial and self-motivated.
Maintain a high level of competence and professionalism when representing Chatters at all times.

A little about us:
We believe that great employees deserve great benefits.

Chatters employee benefit offerings include things like discounted products and services, medical and dental, employer RRSP contributions and ongoing opportunities to learn and grow.

We encourage you to visit our website to learn more about us at:

www.chatters.ca

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