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Senior Customer Relationship Manager
3 months ago
Company Overview:
Party City Holdco Inc. (PCHI) is a global leader in the celebrations industry, with its offerings spanning more than 70 countries around the world. Party City is the largest retailer of party goods in North America.
PCHI operates across multiple businesses within its Retail Division and Consumer Products Division. On the retail side, Party City (partycity.com) is the leading omnichannel retailer in the celebrations category, operating more than 750 company-owned and franchise stores. The Consumer Products Division includes design and manufacturing entity Amscan, an industry leader in celebration décor, tableware, costumes, and accessories.
PCHI is headquartered in Woodcliff Lake, N.J. with additional locations throughout the Americas and Asia.
Job Overview:
We are seeking a highly experienced Senior Manager of CRM to lead our customer relationship strategy with a specialized focus on personalization and contact strategy. The ideal candidate will be an expert in using CRM tools and analytics to create personalized customer experiences and develop contact strategies that engage customers across multiple channels. This role requires a strategic thinker with a deep understanding of customer data, behavior analysis, loyalty program strategy, and marketing automation tools with the express purpose of improving customer KPIs.
Responsibilities and Duties:
Develop and implement comprehensive CRM strategies focused on personalization and customer engagement, aiming to maximize customer lifetime value and loyalty.
- Lead the planning and execution of targeted marketing campaigns and journeys based on customer segmentation, behavior analysis, and predictive modeling.
- Utilize advanced analytics to understand customer needs and preferences, tailoring contact strategies across email, social media, mobile, and other digital channels.
- Collaborate to create enterprise loyalty program development and strategy for implementation.
- Collaborate with cross-functional teams, including marketing, sales, and IT, to integrate CRM strategies with broader business objectives.
- Monitor and evaluate the effectiveness of CRM initiatives, adjusting strategies based on performance data and market trends.
- Stay abreast of the latest technologies and trends in CRM, personalization, and customer engagement, recommending improvements and innovations.
- Work with the team to foster a culture of excellence, innovation, and continuous improvement.
- Manage vendor relationships, ensuring the selection of the best tools, technologies, and services to support CRM objectives.
- Prepare and manage the CRM budget, ensuring efficient allocation of resources and maximization of ROI.
Skills Required:
- Bachelor's degree in Marketing, Business Administration, or a related field.
- Minimum of 7 years of experience in CRM, with a proven track record of developing and implementing successful personalization and contact strategies.
- Analytical and creative; you see connections between your work holistically across the business and find creative ways of approaching problems with expertise in customer data analysis, segmentation, and predictive modeling.
- Experience with CRM software and marketing automation tools, with a deep understanding of their capabilities and limitations.
- Exceptional leadership skills, with experience managing cross-functional projects.
- Excellent communication and collaboration skills, with the ability to work effectively with stakeholders at all levels.
- Up-to-date knowledge of CRM best practices, trends, and technologies.
- Demonstrated ability to manage budgets, measure ROI, and make data-driven decisions.
- Creative problem-solving skills, with a passion for innovation and continuous improvement.
- Strong communications skills: you know how to translate complex data into easy to understand, actionable insights.
- Nimble problem solver able to tackle heart-of-the-business strategic questions, develop informed strategies, communicate them effectively, and drive alignment in a fast-paced environment.
- Appetite and capacity to build a new muscle from the ground up, establishing the processes, deliverables, cross-functional relationships from a blank page.
- Retail experience is preferred, showcasing your familiarity with the industry's unique challenges and opportunities.
This job description provides a general overview of the purpose of the position. While specific duties and responsibilities may evolve, the general objective remains the same: to create personalized customer experiences and develop contact strategies that engage customers across multiple channels and provide strategic guidance to our business.
