CRM Operation Manager

MAIN PURPOSE OF ROLE

A critical role within the organization, reporting directly to the Head of CRM and working closely with Marketing, Commercial Excellence, IT, Procurement and external vendors to deliver campaign / program solutions that drive positive business outcomes. The role includes project and stakeholder management, prioritization, technology application and implementation, vendor management, performance management and tracking / reporting.

MAIN RESPONSIBILITIES

• Operational process design and implementation Target Operating Model.

Working with the IT team and external vendors to source and implement the most

appropriate technology solution for the business initiative

• Auditing/Identification and optimization of campaign strategies and other factors

impacting program performance. Identification of trends, issues, gaps and performance

improvement opportunities across all CRM programs on a continuous basis

• Provide strategic guidance and recommendations on increasing NU and sales for the

brands

• Support strategic campaign planning activities including working with the Operations

Manager for both Pediatrics & Adults and CRM Manager Analytics to identify key

performance metrics to track, required resources and systems integrations required and

development of end to end project plans

• Liaise with Brand teams, and other related parties on program setup, execution and

operational reporting/analyses.

• Daily operations management duties include supervising campaign execution and

resolving campaign operational issues

• Create and update internal CRM Operations procedure documents as needed

• Schedule campaign WIP meetings and circulate follow-up actions

• Manage and resolving campaign operational issue

• 5- 8 years of experience in CRM including platform design and management, customer lifestyle segmentation, and omni-channel marketing.

• Strong background in project and stakeholder management

• Experience in developing customer acquisition, re-engagement and retention strategies

• A Confident and articulate communicator capable of inspiring strong collaboration in an organization, equally confident in presenting to junior executives and senior leaders within the organization, tailoring the content and delivery accordingly

• Excellent problem-solving skills along with the ability to understand and apply analytical judgment

• Ability to break down complex problems into manageable goals and actions

• Proven ability to navigate complex organization and build collaborative relationships across departmental lines

• Knowledge of the latest industry technologies, able to review and provide the business with platform recommendations

• Solid understanding of business planning, marketing testing and reporting methodology

• Ability to multi-task and work under tight and/or shifting deadlines; Ability to prioritize tasks based on business impact and manage time appropriately within a fast-paced environment