Terms & Conditions
The Royals are now looking for a new CRM Experience Manager to join our rapidly growing CX team.
You're a digitally-led, versatile, lateral thinker focused on leveraging insights and technologies to drive improved conversion, engagement, and customer advocacy across the full customer lifecycle.
The successful candidate will be embedded within the CX team and will collaborate with other departments within the Royals for the BIC delivery of CRM projects across all agency clients.
Working closely with the strategic planning team to assist in the development and articulation of customer-centric tactics, initiatives and strategies, and being responsible for their day-to-day implementation on chosen MarTech and CRM systems/platform.
You enjoy active participation in immersion sessions, training and workshops at client offices.
Managing and coordinating the delivery of assets and working closely for project managers, designer, developers for their creation.
There is potential for the successful candidate to partake in sprints client side for effective delivery (both strategic workshop or coordination of implementation.
Assisting in the optimisation of the delivery process.
Reporting and optimisation recommendation for journeys and assets.
Participation and contribution to New Business pitches.
Core clients include Australian Super, Mercedes Benz Vans, White Pages, and RedZed amongst other clients acquired throughout the year.
Core Skills & Competencies;
Up to date knowledge of available CRM platform solutions, and confirmed experience working across Salesforce product suite including Marketing Cloud, Pardot Advertising studio & Social Studio.
Knowledge and understanding of product and service offerings from Microsoft Dynamics (CRM), Marketo, Mailchimp, Hubspot will be considered an advantage.
Exposure to integrating CRM throughout the Customer Experience strategy including the customer journey, mapping touchpoints and optimisation through journeys and sequence testing.
Working closely with our data team, support through expertise the creation and implementation of the relevant data strategies for journey targeting and content creation to enable segmentation across databases.
Personalisation experience and customisation knowledge is a must including A/B testing approaches.
Knowledge and understanding of integration with social custom match strategies to create holistic sequences across multiple touchpoints.
Exposure/knowledge around reward and loyalty programs and their implementation would also be an advantage
Experience coordinating the implementation of these strategies in coordination with the Strategic Planning, CX, digital teams across platform integration, EDM/SMS journeys, data management and flows, and reporting on the results.
Motivated and keen to create the best long-term and most valuable relationships between our clients and their customers on a daily basis.
Accountable for the success and learnings of the delivered strategies requiring a good understanding of success metrics and CRM reporting.
Our ideal next Royal is a strong communicator, loves being part of a team and thrives working in a diverse, fast-paced and ever-changing environment working with a rich variety of clients to achieve their CRM ambitions.