Customer Relationship Manager

7 days ago

Virginia Beach, Virginia, United States Navy Exchange Full time

Job Summary:

The Customer Relationship Manager is responsible for developing and implementing strategies that foster profitable long-term customer relationships across the customer journey for the Navy Exchange.

This role will design, launch, and monitor results for customer relationship management programs that utilize customer data to create dynamic marketing communications to acquire, engage, and retain customers.

This position will frequently interface with cross-functional teams and possess the ability to comprehend and communicate technological concepts while tying outcomes to business objectives.

The Customer Relationship Manager will also enhance and innovate our loyalty program by partnering with critical stakeholders, analytics, IT, creative, etc., to drive the loyalty roadmap based on enterprise-wide strategic objectives.

This position will report directly to the VP of Marketing Strategy for the Navy Exchange.

Duties and Responsibilities:

  • Develop a cross-channel CRM strategy to drive engagement, sales, and loyalty with new and existing customers.
  • Oversee and enact CRM marketing programs across digital, e-commerce, and in-store channels.
  • Lead day-to-day priorities for list growth, segmentation, and hygiene, as well as campaign planning and delivery of strategy.
  • Work with business partners (marketing insights, creative, IT, and store operations) to ensure the correct customer data is being captured at all points of entry; partner with cross-functional teams on the transformation of data so that it's ready for use by marketing teams.
  • Partner with Insights teams to identify and operationalize customer data, develop predictive models, and analyze results for CRM campaigns.
  • Turn data into actionable insights to identify upsell & cross-sell opportunities.
  • Serve as a subject matter expert on CRM platform; test and learn new customer segmentation strategies and make recommendations for improvement.
  • Lead the strategy, development, and execution of the loyalty program and CRM initiatives to optimize acquisition, retention, win back, personalization, and promotional strategy.
  • Oversee the development, execution, and analysis of loyalty program campaigns, including offer management and communication, member segmentation, and behavior-based and transaction-triggered messaging.
  • Monitor and maintain data quality and hygiene; identify and address inconsistencies across platforms/systems.
  • Partner with the digital marketing team to develop customer and prospect journeys and list segmentation based on behaviors, including geo-location, purchase frequency, email engagement, and online/in-store interactions.
  • Possess a data-driven mindset with an ability to interpret analytics and data to drive decisions and strategy.
  • Experience leveraging Marketing Technology to drive improvements in personalization, content targeting, and audience segmentation.
  • Ability to communicate the results of programs clearly and effectively to critical partners and leadership teams to influence the overall digital strategy and CRM development.
  • Demonstrate a commanding knowledge of CRM/loyalty technology and CRM/direct customer marketing programs across paid and owned channels.

Requirements:

Requires a total of 7 years of combined experience as indicated below:

General Experience:

Three years of experience that was gained in administrative, marketing support, and/or retail sales or other related responsible work that enabled the applicant to gain knowledge of CRM strategy and campaign development; skill in dealing with others in person-to-person work relationships; and the ability to exercise mature judgment.

AND SPECIALIZED EXPERIENCE:

4 years of responsible progressive marketing management experience that include: digital marketing experience with Retail and/or B2C or brands including CRM strategy, email marketing, customer journey development, marketing automation, and web analytics; experience creating and managing customer loyalty programs; understanding of web metrics, digital analytics, and ability to generate, analyze and interpret data; including through A/B testing and email optimization; HTML, Ampscript, JavaScript, SQL and CSS; and demonstrated written and verbal skills.

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