- Identify and analysis the data base of each market of the cluster (Italy, Spain, Portugal, Turkey) to be able to understand their specificities.
- Accordingly to the external calendar and the monthly MAP, elaborate the CRM calendar per market in order to communicate to each target the right content at the right moment
- Be able to know how to use the tools, how to target and segment the CRM NL for both direct and indirect data base
- Design the NL with EAF guidelines, and with specific wording in line with each market level (mature/not mature/ key product lines, key destination push...)
- Design effective CRM/PRM programs to maximize customer loyalty, retention, and lifetime value.
- Plan and operate targeted communication campaigns.
- Use customer data to personalize communications and offers.
- Collaborate with the global technical team to resolve technical issues and improve functionality.
- Use analysis tools to monitor CRM and site performance, generating regular reports on trends, KPIs and results.
- Identify data-driven improvement opportunities and implement corrective actions
- Implement robust measures to make sure we are optimising the performance of the channel.
- Maintain a test and learn approach.
- Keep an eye on the market to keep pushing innovation.
- Manage opportunities to grow the database and increase data capture.
- Share best practices to optimise the database
- Implement a robust contact strategy per market with a view to improve the health of the databases.
- Analysis the internal data through tools to understand better the specificities of the data base with their interests (booking pattern, calendar, destination interests
- Be able to do some recommendation according to the internal data & external calendar
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CRM project manager – Southern Europe - Milan, Italia - Club Med
Descrizione
CRM project manager – Southern Europe & Emerging Markets
Job location
Milan
Contract type
Permanent contract
Job description
The roles & missions
As a CRM Manager, you will be responsible for supporting the Head of Marketing in delivering all necessary CRM campaigns required to grow and develop the Southern Europe & Emerging market cluster. You will work closely with colleagues in the marketing & sales team of the cluster, EAF teams in Paris and the other CRM marketing teams in Europe, to execute effective CRM marketing strategies.
The responsibility of the CRM project manager for the cluster SEEM is divided into 4 pillars:
List of tasks:
Mission 1: Customer Relationship Management (CRM)
Mission 2: Measure the performance of the campaigns, optimising the plans to meet the business' needs
Mission 3: Be the guardian of the databases across SE cluster
Mission 4: Report & analysis of the internal data markets (data base specificities, booking pattern, key destination, calendar analysis...)
Profile requested
Education: University degree. Proven Marketing & CRM qualifications.
Job experience: 3-4 years' experience in CRM/Marketing
Skills requested
Knowledge :
Experience in managing eCRM campaigns across several markets using new CRM tools. Sound understanding of CRM measurements and data segmentation. Creative eye, with ability to update some creative using Photoshop. Basic HTML coding required. You can use Photoshop, CRM tools, Advanced in PPT and Excel.
Technical skills (tools...):
Basic HTML coding required. Advanced in Photoshop, CRM tools. Advanced in PPT and Excel.
Languages :
English & Italian (French and Spanish as a plus)
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