Ecrm Excellence Manager

vor 2 Wochen

Geneve, Schweiz JTI - Japan Tobacco International Vollzeit

We’re JTI, Japan Tobacco International and **we believe in freedom**. We think that the possibilities are limitless when you’re free to choose. In fact, we’ve spent the last 20 years innovating, creating new and better products for our **consumers to choose from**. It’s how we’ve grown to be present in 130 countries.

But our business isn’t just business. Our business is our people. Their talent. Their potential. We believe **when they’re free** to be themselves, grow, travel and develop, **amazing things can happen for our business**.

That’s why our employees, from around the world, choose to be a part of JTI.** It is why 87% of employees feel happy working at JTI.** And why we’ve been awarded **Global Top Employer status, eight years running**.

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea.

**eCRM Excellence Manager**:
**Position purpose**:
The eCRM Excellence Manager will be responsible for collecting and evaluating markets' business challenges and priorities to inform the global roadmap for eCRM program development at the channel, program and campaign level, ensuring consistency between local and global initiatives.

The person on this position will collaborate closely with the digital delivery team to ensure that eCRM capabilities are deployed with markets, meeting business expectations and liaising with external agencies to oversee the proper implementation of campaigns as well as with the Data and Analytics team to ensure the execution of eCRM campaigns is feasible and meets business expectations.

**What you will do - Responsibilities**:

- Understand the global CRM strategy, approach and programs in order to successfully deliver them to markets and have them adopted appropriately across multiple brands and markets, especially the lifetime value, retention, churn, loyalty and advocacy programs and models. Support the day-to-day operations with insights and performance management of the communications, always seeking areas of improvement. Proactively drive eCRM constantly evolving capabilities into the markets, providing clear and structured roadmaps set against the business objectives of the market.
- Define and activate the best-in-class programs to cover all CRM needs of the market, creating a continuous learning program with an eye on performance and analytics to support decision-making locally. Work closely with the Global Brand Group and Data & Analytics teams to take local learnings into account for global program optimizations and enhancements. Strong ability to translate global programs into actionable and measurable local market results.
- Demonstrate a data-driven mindset, with a comprehensive understanding of how to build, define and structure consumer databases. Good understanding of database concepts and segmentation logic and techniques. Performing consumer journey mapping, touchpoint analysis and a continual learning/approvement agenda to support constant evolution.
- Strong performance management attitude to support activation across all channels. Ability to provide proactive feedback to markets and activation teams (content, technology and strategy) to improve the delivery of sales and marketing campaigns. Set clear KPI's and ensure a learning approach that focuses on ROI and business impact. Ability to organize and prioritize projects across markets and to build effective relationships
- Understand and be able to deeply explain the overall CRM platform and its features. Ensure a smooth flow of data across the organization to support value extraction. Previous experience with eCRM campaigns and programs in complex organizations. Good understanding of eCRM programs and campaigns throughout the consumer lifecycle. Lead future thinking in platform and tools requirements.
- Translate digital activity into business metrics, provide a go-to source of eCRM expertise and proactively educate the wider department. Ensure smooth working between vendors, internal departments and key activation stakeholders.

**Who are we looking for - Requirements**:

- Graduate degree or equivalent vocational training in marketing / digital
- 7+ years of proven work experience working in eCRM
- Fluent English, both written and verbal, Fluent French would be an advantage
- Experience in defining, building and deploying eCRM strategies and programs for multi-national organizations
- Good understanding of eCRM programs and campaigns throughout the consumer lifecycle
- Solid understanding of database concepts and segmentation logics and techniques

**You will be successful in this role, if you are**:

- Collaborative
- Communicative
- Excellent organized
- Effective in working in cross-functional teams, managing different internal and external stakeholders

**What you can get - Benefits**:

- A competitive pay with an annual bonus and an attractive benefits package including health allowance, sport activities and trainings
- Comp

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