Manager, Marketing CRM

**Manager, Marketing CRM**
**Commercial Division / OEM Sales, Marketing & Partnership Section**
**Report to**:HOS, OEM Sales, Marketing & Partnership**
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**Your role**:
**- Drive OEM Renewal Strategy**
- Conceptualize OEM renewal proposition from pricing, promotions and renewal customer experience.
- o Pricing
- Monitor monthly competitive pricing, customer base Nett
- Add and recommend renewal pricing on monthly basis
- Promotions
- Conceptualize promotional mechanics
- Find promotional partners
- Manage the fulfilment workflows with DIT and CustOps team and implement the workflows
- Renewal customer experience
- Design the renewal conversion process, timelines and an omni-channel communication plan
- Brief creative agencies on communication requirements, creative requirements, including campaign messaging and visual requirements

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**Improve Customer Experience for Existing Customers**
- Champion mobile app revamp project with developers and UX/UI designers. Scope of work for the entire project includes:

- Prior to developing detailed mock-up of the mobile app,
- to gather business and operational requirements from Sales, Marketing and Ops teams, assess and align customer impact
- to research and provide insights on best practices and key features of utilities, and other services (telco and EV) mobile apps to key commercial stakeholders and make recommendations
- to propose UX/UI navigation flow, copywrite all messages on mobile app and work with agencies on recommended display visuals
- Manage mobile app revamp project within slated timeline and cost
- Manage stakeholders’ expectations and update stakeholders in key project discussion forums
- Maintain and enhance the mobile app to meet the business and operational requirements
- Annual customer journey audit
- Develop proposals to enhance, refresh all key service and value propositions across all service and communication touchpoints - EDM, web, bill, SMS and other direct marketing and service communications to existing customers
- Manage on Apple, Google Play, and Google reviews by working with relevant internal stakeholders to resolve issues and provide recommendations to improve customer ratings thereafter
- Review Customer Net Promoter Score (NPS) and Customer Satisfaction Score engagement framework to expand more positive engagement touchpoints
- Develop and implement new channels of engagement to improve the scores and better understand customers’ needs

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**Understand and profile our customer base, provide insights to their engagement and purchase behavior to better upsell/ cross-sell additional household services to generate alternative revenue streams.**
- Conceptualize a customer engagement framework to collect customer demographics, interests and purchase behavior data across multiple systems e.g. CRM, MeComms, SiteCore, ActiveCampaign, RingCentral, Perx Rewards system etc
- Generate engagement programs with Partnership Executive to test and provide insights thereafter to reinforce success stories for such programs
- Work with DIT to enable proper data collection, storage, reporting and usage of data points
- Analyze and provide segmentation and customer profiling reports and insights quarterly

**Your profile**:

- Bachelor’s degree in Business, Marketing or Mass Communications
- Experience in Sitecore, Active Campaign and other loyalty platforms preferred
- Min 5 years of marketing or relevant CRM experience
- Strong analytical skills
- Highly adaptable and ready to test & learn
- Strong team player with amicable and persuasive personality
- Excellent writing skills with the ability to copy vet and write for web, social and other customer touchpoints
- Mobile App UX/UI development skills