Mgr I - CRM Project

JOB SUMMARY

This position will support the Manager of CRM in managing and producing CRM campaigns. This position is primarily responsible for the successful delivery and oversight of the PODS CRM strategic programs. They will assist in building out operational components for marketing automations and create supportive analysis of customer engagement methodologies with a key focus on the customer lifecycle. They will be responsible for integrating and enablement of the execution from Salesforce Marketing Cloud product. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Drive excellence in leveraging the marketing automation tool to create best in class customer experiences.

• Develop best practices for leveraging the marketing automation tool and socialize with cross-functional stakeholders.
• Assist in the strategy, development, and execution of multichannel customer journey initiatives by deriving insights from campaign analyses, data mining, web analytics, and test and learn initiatives to drive and optimize customer acquisition, retention, personalization, and promotional strategies.
• Supportive execution of all multi-channel direct to business and consumer marketing campaigns to drive future strategies.
• Connecting business needs with solutions, solving complex problems with tactics including driving revenue, customer experience, and customer engagement. 
• Leading enterprise wide marketing projects including multi-integrated campaigns and customer journey maps.   
• Partner with cross functional teams (i.e. Marketing, Finance, IT, Digital, Creative Services, and Customer Experience) to align integration of objectives, and ensure marketing strategies and promotions are optimized.

JOB QUALIFICATIONS: Essential Skills, Abilities and Example Behavior(s)

• COLLABORATE: Able to act as part of a larger team outside of the immediate department or group; Able to understand the importance of working with peers in other areas or management to reach "best practice" solutions for the organization; Able to inform and seek information to anticipate and consider the impact of decisions or actions on the overall organization
• DEMONSTRATE SOUND JUDGMENT: Able to make appropriate decisions and has the vision to understand their impact; Able to use factual information to develop logical assumptions; Able to examine alternatives and consider resources, constraints and risks before committing to action
• ACT WITH INTEGRITY: Able to demonstrate uncompromising adherence to ethical principles; Able to demonstrate honesty in all actions; Able to admit and correct mistakes promptly; Able to assume full responsibility and accountability for own actions
• DELIVER QUALITY RESULTS: Able to deliver top quality service to all customers (internal and external); Able to ensure all details are covered and adhere to company policies; Able to strive to do things right the first time; Able to meet agreed-upon commitments or advises customer when deadlines are jeopardized; Able to define high standards for quality and evaluate products, services, and own performance against those standards
• THINK STRATEGICALLY: Able to see the "big picture" and be future-thinking; Able to anticipate future trends and consequences accurately; Able to take a broad perspective; Able to create a vision of organizational objectives; Able to make decisions based on long-term company goals
• DEVELOP SELF: Able to accurately assess own strengths and development needs; Able to strive to improve those areas identified as needing development; Able to seek opportunity for development through the job, special assignments, training, or external activities
• SOLVE PROBLEMS: Able to apply both rational and creative processes and approaches to identify root causes of problems and solutions
• TAKE INITIATIVE: Able to exhibit tendencies to be self-starting and not wait for signals; Able to be proactive and demonstrate readiness and ability to initiate action; Able to take action beyond what is required and volunteers to take on new assignments; Able to complete assignments independently without constant supervision
• LISTEN: Able to actively listen and convey understanding of the comments and questions of others; Able to understand the situations, viewpoints and feelings of others before expressing own view
• SPEAK COMPETENTLY: Able to speak clearly and concisely; Able to use appropriate vocabulary for the audience; Able to get point across unambiguously and check for understanding
• BE INNOVATIVE / CREATIVE: Able to examine the status quo and consistently look for better ways of doing things; Able to recommend changes based on analyzed needs; Able to develop proper solutions and identify opportunities
• DELIVER EXCEPTIONAL CUSTOMER SERVICE: Able to demonstrate sensitivity to customer needs (both internal and external) and proactively address customer needs; Able to make customer satisfaction a high priority
• BE ANALYTICAL: Able to effectively gather all relevant information; Able to identify key issues; Able to qualitatively and / or quantitatively process data; Able to identify relationships, draw logical conclusions and interpret results for use in decision-making
• BE PROFESSIONAL: Able to project a positive, professional image with both internal and external business contacts; Able to create a positive first impression; Able to gain respect and trust of others through personal image and demeanor
• ADVANCED COMPUTER USER: Able to use required software applications to produce correspondence, reports, presentations, electronic communication, and complex spreadsheets including formulas and macros and/or databases. Able to operate  general office equipment including company telephone system

JOB QUALIFICATIONS: Education & Experience Requirements

• Bachelor’s degree required; preferably in Business, Marketing. 
• Minimum 3 years’ experience in CRM, direct marketing campaign development and execution, analytics, and/or loyalty program management.

• Proven ability to organize multitude of tasks, projects and information simultaneously

• Relevant experience with analytical and campaign tools (Salesforce knowledge a plus).

• Enterprise level experience with Salesforce.com and Salesforce Marketing Cloud preferred
• Ability to think critically, identify solutions and deliver recommendations based on data and analysis.
• Must have excellent communication and organizational skills and work well under pressure in a fast-paced environment with minimum supervision
• Must be able to work independently and also be team-oriented, reliable and dependable

Strong initiative, creative thinking, attention to detail and work ethic