Ecrm Excellence Manager

**Who are we?**

**Nice to meet you, we’re Indicia Worldwide. **We are a global data and technology led marketing agency who work with some of the world’s biggest brands.

We see ROI where others don't. We are the only agency that combines creative, data and technology talent with production and procurement expertise to improve your marketing performance and efficiencies. We realise ROI for our clients by enabling them to deliver more engaging, cost-effective and sustainable customer experiences.

Indicia Worldwide is the product of three successful businesses, brought together by our parent company Konica Minolta in 2017. The vision was, and is, to create new value across the remit of marketing for our clients.

**What you’ll do**:
We are looking for a driven eCRM Excellence Manager to work on behalf of a global client (Japan Tobacco International) and their local markets.

This is a temporary position for approximately 10 months with the possibility to go permanent.

The eCRM Excellence Manager will focus on the deployment of JTI's global CRM strategy and programs into local markets, ensuring a dynamic, personalized, and engaging CRM experience is delivered from the introduction to the implementation and go-live for every market launch.

The eCRM Excellence Manager will be responsible for collecting and evaluating markets' business challenges and priorities to inform the global strategy for eCRM program development at the channel, program and campaign level, maximizing the effectiveness of global programs for local initiatives.

They will need to be able to collaborate closely with the digital delivery team to ensure that eCRM capabilities are deployed with markets, meeting business expectations and will liaise 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.
- **Consumer CRM Delivery & Execution**
To deeply 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 working to preserve brand fundamentals and key eCRM strategic principles. 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.
- **eCRM Training and Rollout**
Introduce and sustain eCRM programs and culture with our markets, guiding the adoption in each market, by activating 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 L+ and Data & Analytics teams to take local learnings into account for global program optimizations and enhancements, injecting key learnings into global programs. Strong ability to translate global programs into actionable and measurable local market results.
- **Analytics & Data**
Demonstrate a data driven mindset, with a comprehensive understanding on how to build, define and structure consumer databases. Good understanding of database concepts and segmentation logics and techniques. Performing consumer journey mapping, touch point analysis and a continual learning / approvement agenda to support constant evolution.

**What you'll bring**:

- Extensive experience in working in eCRM
- Fluency in English, both written and verbal, fluency in 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

**The softer skills that we believe, will help you thrive in this role**:

- Highly motivated and passionate about eCRM and digital
- Effective in working in cross-functional teams, managing different internal and external stakeholders
- Keen eye for detail and impeccable project management skills
- Excellent interpersonal, communication and negotiation skills
- Brilliant networking skills, confident at developing new relationships

**About you**:
**Collaborative** - can collaborate well with a team, be an active listener and communicate constructively
**Entrepreneurial **- not afraid of failure, and the ability to bounce back when things go wrong
**Pioneering** - as Einstein once said: “We cannot solve our problems with the same thinking we used when we created them”
**Accountable - **transparent, honest and diligent. We take credit on our successes, and acknowledge when things don’t go as planned
**Passion**ate** - most importantly, we want you to feel excited about what you do