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"I couldn`t put it down from start to finish...Some of these stories are fascinating, some sad and some just downright funny. I thoroughly recommended it anyone whether interested in Human Resources or not!"

 

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"I couldn`t put it down from start to finish...these stories are fascinating, some sad and some just downright funny. I thoroughly recommended it whether interested in HR or not!"

e-CRM

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Job Summary

Main responsibilities-e-CRM

Knowledge, Skills and Abilities-e-CRM

e-CRM

Managing relationships with customers making use of Information Technology

Help champion e-CRM within the organisation:

 

• Support/coordinate planning sessions with key business boards to build an RM plan for the business

 

• Work with the businesses to initiate and or/refine RM plans and to resolve conflict in the best interests of the brand, the consumer and the business

 

• Facilitate the CRM community working together flexibly and bringing common approaches to problems

 

• Develop the pan-business consumer contact strategy

 

• Lead the development and design of Leadership Group sessions

• Develop a pan-business CRM training programme: drive e-CRM excellence by facilitating shared learning across the organization (via forums, training, hands-on advice etc.)

• Develop the internal communications plan for e-CRM e.g. monthly progress updates, key stats for Board and external reporting

Drive forward the RM test pilots

 

 

• Instigate test pilots to understand where relationships can be grown that drive business results

• Ensure pilots are clearly measured and supported by ROI cases

• Develop and/or critique contact strategies depending on agency involvement

• Work closely with the digital community to ensure web and e-CRM activity work together seamlessly

• Use the pilots to help develop the business case for further e-CRM investment

 

 

Other:

• Lead the on-boarding of Responsys (ESP Provider) across the organization (working with the Project Manager and IT specialist)

• Work with IT to develop the IT architecture, develop the new database capability and integrate web analytics across the business

 

General:

• To work flexibly as member of the team

• To  ensure user data is captured in line with our CRM and data management strategies and that the storage and use of it complies with Data Protection laws

• To comply with all relevant WW safety rules, procedures and guidelines.

• To apply the principles of commercial policy, fair trading and other relevant policy when carrying out the role.

 

• A track record of developing CRM contact strategies, especially in the digital direct to consumer space, that deliver clear commercial benefit

• Experience of developing CRM communications, especially in digital channels (web, email, mobile, social media)

• Experience of developing consumer segmentation strategies and translating this to communication

• Experience of building databases and analyzing consumer data for commercial benefit

• Experience of implementing global data protection and security policies

• Experience of working with technology to build CRM infrastructure and grow CRM capability

• Ability to meet set targets and deadlines whilst managing a wide range of concurrent activities.

• Experience of dealing with senior managers.

• Experience of working with/managing external agencies and third parties.

• Understanding of media industries (in particular broadcasting) and ideally the ’s organisational structure and policies.

• Experience of budget setting and control and project management experience

 

Personal Attributes 

 

• Excellent interpersonal and influencing skills as well as the ability to establish effective relationships with contacts both within and external to the .

• Leadership skills as well as the ability to work effectively in a matrix structure and to influence key stakeholders over whom there exists no direct authority.

• Able to generate or catalyze in others innovative ideas and approaches and to translate these into practical realities.

• Numerate and analytical and able to draw key conclusions from data and convey them clearly and engagingly both orally and in writing

• Collaborative yet effective self starter who is comfortable liaising across various teams and projects with shared responsibilities across the organization

• Ability to pick up and apply knowledge quickly and effectively.

• Proactive approach and ability to work without close supervision