[SH367] CRM Manager

[SH367] CRM Manager

Reporting to the Digital Marketing Manager; the CRM Manager will create, manage and drive customer experience and loyalty amongst its customers. They will create, develop and manage the CRM system, deliver insights to inform business decisions, and assist in developing a customer experience strategy for our customers now and into the future.

Working in collaboration with the Digital Marketing and Customer Service teams to ensure CRM integration & opportunities are seamlessly tackled and applied.

Key responsibilities:

- New CRM platform structure and implementation - this role will be instrumental in implementing a CRM system,



working across various historical and real-time data sets in a range of formats to create a single customer view.
- Manage the CRM platform structure and architecture, ensuring it works seamlessly across the organisation and captures all required information at key points in the customer life cycle.
- Development of customer journeys and marketing automation
- Drive engagement, retention and advocacy through the creation of automated customer journeys and campaigns that create touch points with our customers at the right time, in the right channel and increase retention and incremental revenue.
- Map, create and monitor journey automations to identify optimisation and current pain points to maximize engagement, conversions and ROI
- Championing the utilisation of data and insights to assist in the development of acquisition and retention campaigns to provide customer experiences to drive optimisation of retention, growth and customer satisfaction.
- Analysing and evaluating customer and sales data to identify patterns and trends to enable the business to better understand and interact with its customers.




- Provide ROI and other analytics around campaigns and sales initiatives to track and analyse their performance, profitability and effectiveness in conjunction with the Commercial Analyst and other macro factors affecting the business.
- Manage all aspects of CRM campaigns, from asset creation, campaign build to tracking, measurement and analysis
- Collaborate with other teams to support the implementation of customer-centric initiatives, and sharing insights across the organisation.

**Selection criteria**:

- Relevant tertiary qualifications
- Strong experience in working with large customer data sets across various data sources and formats.
- Experience in successfully implementing a CRM platform to facilitate analysis via a single customer view.
- Demonstrate impressive capability across analysis, customer insights and experience.



You will possess solid experience in process improvement and customer journey mapping.
- Proven experience in direct marketing and customer lifecycle management with a background in customer engagement and data driven marketing type roles, you will have excellent analytical and problem-solving skills, combined with commercial acumen.
- Extensive experience one or more of the following CRM Platforms - Zoho, Salesforce, Adobe, Hubspot or similar
- Experience in using Google Analytics 4 and best practice campaign tracking

To apply, upload your current resume in Microsoft Word format only (.doc or.docx). If you would like to have a confidential discussion, please contact **Tenneille Fowler**:

The original job offer can be found in Kit Job:
https://www.kitjobau.com/job/138058944/sh367-crm-manager-macquarie-park/?utm_source=html