The purpose of this role to manage Samsung’s CRM activities with a focus on the short, mid and long term strategies and set direction on how to leverage CRM opportunities in line with existing divisional strategic and tactical plans.
The CRM Manager is responsible for shaping and implementing segmented customer retention strategies to increase the customer lifetime value of our consumers.
This role plays vital role in reducing churn and increasing cross-sell of Samsung Electronics products across multi- touch-points.
The CRM Manager will support Samsung Gulf product marketing divisions by complementing their marketing strategies with CRM led initiatives and campaigns delivering on their business objectives.
The candidate is expected to create best-in-class measurable performance campaigns that are effective and feasible while maintaining the highest level of quality in delivery.
Role and Responsibilities
Reporting directly to Head of Digital & CRM
Manage both strategic and tactical activities for CRM & Loyalty plans
Ensure effective execution of CRM across all product divisions
Drive the business forward through key touchpoints (.com, social, email, push notification, apps, and media)
Work closely with the wider business (product, sales, marketing, service and IT) and partner agencies to develop effective campaigns
Ensure Always On’ programs communicate the 'right message' to our CRM Database
Drive increased engagement, cross-sell, repurchase of Samsung products
Reduce churn through key digital platforms
Design triggered communications around specific behaviors and key data points
Create an engaging digital customer experience utilising personalisation, dynamic content and dynamic visual capabilities across all touch points.
Initiate and manage the integration of the Samsung Loyalty programme into a multichannel, single sign on experience for the consumer
Define and manage the appropriate agency resources / types
Measure and analyse CRM programs and campaigns performance
Provide insights that prove ROI on a monthly and real-time basis.
Continually test, learn and iterate marketing investment
Work cross-functionally to evaluate the effectiveness of CRM program usage
Optimise ongoing lifetime value and to build meaningful segmentations, BI requirements & enrich the Samsung database.
Review technologies and explore new developments and find ways to more effectively deliver the communication and business objectives.
Liaise with HQ and other regional counterparts to share best practices and analytics.
Skills and Qualifications
Bachelors Degree, preferably in Marketing, Business or Communications
Minimum of 7 years experience in CRM / Loyalty / Retention
Previous managerial experience
CRM strategy, Operations manager or CRM campaign experience
Experience of creating or integrating CRO systems and tools for digital marketing
Must have experience of running data driven digital marketing campaigns
Familiarity with GCC local culture / s
If you are European Economic Resident, please click here.