World Leading Energy Company has an exciting opportunity for a Global CRM Manager to join the Mobility's Global Marketing Team, whether it is developing and sustaining innovative CVPs based on customer insights, creating marketing-leading pricing strategies, delivering best-in-class communications, loyalty programmes, & operational excellence, or leading in the digital & data space, the Global Marketing Team works hand-in-hand with local teams to drive synergies and innovation.
Serving over 30m customers per day through 500,000 service champions in over 44,000 sites across 70+ countries, but also the #1 Mobility business in the world. Still, we are on a significant and ambitious growth journey to double the business and thrive through the energy transition. If you are passionate about customer first experiences and data driven marketing, serving the right message to the right customer at the right time, then the Global CRM Manager role for you.
The CRM Manager role is a critical role to kick-start the CRM Future roadmap in line with 2025 ambitions, this includes project managing key CRM growth lever projects including real-time Customer Data Platform rollout, maximizing the Food value opportunity and outlining the ultimate potential for CRM.
This role will report into the Global CRM Strategy & Delivery Manager.
*Lead & deliver Real-time Customer Data Platform implementation: Responsible for set up & successful delivery & implementation of Customer Data platform (Adobe Experience Platform) automating the CX across the full channel mix - creating a data fueled seamless, integrated CX.
*Support Future of CRM delivery: The ambition is to move away from a campaign driven, manual CRM program to a customer journey led CRM program that enables near time decisioning and rewards customers with personalized offers wherever they are, maximizing the full CRM customer & channel potential. Rolle will drive forward the connected CX strategy and will set the foundations for our next gen CRM.
*Lead NFR (Non-Fuels-Retailing) customer/ business value opportunity: Role will lead the work on how we maximize our business value across NFR business (ie: Food Retailing) via CRM, harnessing the power of the existing offer decisioning engine.
• Over 24 markets supported worldwide across Mobility business;
• 3 global marketing agencies and total 9 global vendors
• Significant stakeholder management: GMs (Global and Markets), Country Marketing Managers, Country Paylo/CRM Managers, B2B, wider Marketing & Business teams
*Passion about data driven marketing and customer first experiences
*Extensive marketing experience with substantial exposure to CRM and / or Loyalty programme management (7+ years) ideally within Retail background
*CRM specialist with experience in activating Real-time Customer Data platforms like Adobe Experience/ Salesforce etc. across the full marketing channel mix
*CRM channel specialist with expert knowledge in CRM activation, strategy & best in class executions
*Extensive experience in managing marketing agencies, with clear understanding of their business model and processes.
*Learner mindset & passion for new technology
*Excellent project management
*Strong knowledge of Marketing operations (preferably in Retail context)
*Good knowledge of IT and Marketing technologies
*Good knowledge of Marketing Automation
*Managing and developing IT systems and data feeds and links