CRM specialist

Overview·
Responsible for working with the Sales & Marketing, operations, analytical and IT teams to define and execute corporate CRM program, with the intent of increasing the share of wallet, retention and loyalty of customers while maximizing the company's multiple product and distribution offerings.· To identify best practices for CRM, conduct feasibility studies and with key departments work to implement (including the development of RFI's/ RFP's)· Expert and main point of contact for all subject matter in all facets of CRM, including CRM strategy, Customer Analytics, CRM Business Strategy Development, Lead Management Strategy development, CRM traditional and New Media & Interactive programme development· Define and gain buy-in for business strategies (i.e. customer tiering. Servicing strategies, marketing and communications strategies) that achieve customer segment objectives.· Work with all customer channels, including direct, interactive, stores and call centers when developing solutions and integrating touchpoints that enhance the customer experienceResponsible for developing and awareness of privacy legislation including do not call/ mail/ SPAM/ Company's privacy statementsChampion improvements and capability developments to common processes including lead management, email handling, sweepstakes, Voice, F2F, DM, Print, speed to market, and privacy when executing marketing programs to ensure programs are executed on-time, on-budgets and in-compliance with internal processes and proceduresProvide direction to the Intelligence team to identify, explore and support channel needs (i.e. data mining tools, campaign management tools, content management tools, campaign tracking systems, etc.) Develop ROI estimates and work with project management teams to bring new marketing technologies to fruition.Work with IT to ensure CRM technical architecture & capability is relevant and future proof and that business capability is present in vendor solutionsCollaborate with the business to streamline and improve customer data integrity and ensuring data cleansing and quality control processes are in place.Working knowledge of current industry trends and best practices in CRM. Identify best practices and new ways to develop and use new channels (example on-line advertising, e-mail and to utilize digital marketing) to reach target customers

Minimum Experience & Essential Knowledge
The role-holder needs to have a strong understanding of Consumer technologies and mobile industry trends.Expert knowledge (including successes) of CRM programmes deployed globally.Significant Marketing and/ or field experienceDemonstrated leadership and managerial abilityHigh values and understands diversityExcellent interpersonal skills in order to motivate supervise and work effectively with others.Team oriented with ability to build relationships in a matixed organization.Recognise and value the importance of sharing ideas and sharing information to achieve the best results possible.Ability to obtain results and manage a wide range of cross- functional activitiesAbility to communicate, influence and persuade at all organizational levels.Proven experience in handling conflict.

Minimum Entry Qualifications
At least 8 years Marketing, Strategy and/ or CRM experience of which 4 years in CRM strategy development preferably in a telecommunications environment.Bachelor degree from a reputed universityStrong preference will be given to MBA candidates