Objective (Purpose of the Job)

Manage implementation and continuous development of SAS campaign management solution and other CRM technology enablers especially communication channels integration (Genesys, SMS, e-mails, mobile applications, website) to support and automate cross-sell, up sell and retention activities of CRM department.

Definition, implementation and optimization of CRM campaigns for better customer engagement and improved profitability.

Key Responsibilities

Analyze campaign automation and other tools the CRM department is using and propose improvements to improve effectivness and efficiency

Initiate and run projects related to setting up of campaign management solution and its further upgrades – i.e. implementing SAS platform, adding new channels, upgrading datamarts, etc, including:

Scoping and business requirements collection

Preparing the business case

Initiating and supporting procurement process if needed

Booking internal resources and planning the project

Managing external vendors

Driving project delivery from the business side

Monitor usage of Genesis call center solution and to ensure compliance with communication strategies and suggest improvements

Work with CRM Analysts to optimize CRM datamart structure and campaign selections

Monitor campaign implementation in all channels and take corrective actions

Support design, development and execution of comprehensive cross sell, retention and growth strategies for existing customers

Manage campaigns within specified budgets  to deliver numbers on activation, cross-sell and retention

Initiate tests and run test campaigins, includind price and next best product based strategies

Measure campaign profitabity (CBA, ROI) and initiate changes for improved performance

Liason with all Stakeholders – IT, CustEx, Risk, Product, Operations, Finance and Marketing teams to manage CRM systems and campaign planning & execution”

The significant quantities on which the job has an impact.

New sales volume and contract number

Cross-sell rate

Customer retention

LTV

Campaign cost and revenue

Revenue per customer

Response rates and conversions

NPS