Beyond Automation: Craft Magical Customer Experiences with Braze

Position: CRM Operations Manager

Reporting to the SVP, Customer Engagement, you will be responsible for leading efforts to enhance the available technical capabilities of CRM tools, driving key automation initiatives  and monitoring performance to enable unparalleled levels of service and growth across the retention team. The main responsibilities of the role will include automating and testing use cases within Braze, leveraging capabilities of dynamic content, and ensuring the team and business are leveraging all channels and tools connected to the Braze environment. 

You will be tasked with transforming the way in which the business thinks and treats customer engagement- you will be passionate about tech, conscious of safeguarding customers through monitoring alerts and data governance and how to create moments of magic through omni-channel usage and layers of personalisation. You will be naturally analytical and driving core reporting to match our ambitious product launch roadmap and attribution so we can tell our story.

This role will require energy, drive and team collaboration. 

Primary responsibilities (not limited to)

• Work with the wider Customer Engagement team and other departments to understand the overarching strategy & goals. Transform requirements into a structured roadmap, meticulously orchestrating Jira tickets to guarantee the team's unified focus on customer needs and optimize efficiency.
• Build relationships and influence cross-functionally with CRM Marketing Managers, legal and compliance, analytics, and creative to meet ambitious growth CRM targets.
• Contribute to personalisation strategy to ensure CRM requirements are briefed in and executed to ensure we are sending the most relevant comms to our customers
• Maximize the potential of new channels enabled by MarTech by strategising on the best approach and implementing a testing program.
• Be the key point of contact within the Customer Engagement team for all CRM technical questions and escalate as necessary to the MarTech team.
• Have input into the development of reporting dashboards- assist in creating wireframes, overseeing phased deliveries and training the team. 
• Analyse and evaluate CRM process and tools to eliminate process gaps; identify improvement opportunities and make recommendations to senior management 
• Automate use cases with the data delivered by MarTech’s solution architect and ensure all aspects of the campaign meet the requirement brief. Any issues escalate back to MarTech.

Work with -

• Be part of the selection process of new tools that touch customer engagement by helping assess the suitability for the different use case scenarios.
• Monitor correct functionality of tools and report to MarTech if any of the alerts across our customer engagement architecture highlight an issue. 
• Hold alignment meetings to ensure that Braze has all the necessary data available to automate use cases and raise MarTech tickets as needed. 
• Become an expert in the CRM tools used by Customer Engagement- monitoring usage (against contract), functionality, training, refining processes where needed and provide comprehensive documentation and support as needed.
• Help MarTech drive innovation & automation across the customer engagement team- through dynamic content, AI & machine learning to save on execution time and optimise revenue streams. Any identified innovations within these areas should be reported to MarTech for approval and implementation/enablement.

Requirements

• Experience of customer segmentation
• Ability to manage expectations by building positive relationships with colleagues and business partners.
• Good understanding of Voice of the Customer, NPS, and other customer insights modelling
• Good understanding of GDPR and data governance
• Data driven & highly analytical
• Understands all core CRM & Retention Marketing KPI’s
• Excellent project management skills
• Capable of thinking out-of-the-box and developing new ways of working.
• Passionate about experimentation & dynamic content 
• Experience leveraging different marketing channels (i.e. email, push notifications, rich inbox etc)
• Proficient using Microsoft Office (particularly Excel)
• Excellent with time management and ability to multitask
• Self-starter that can take the initiative & be proactive
• Data focused and ROI driven
• Confident in communicating and presenting to senior stakeholders across the business
• Excellent written and spoken English

Hours: 40 hours/week - Monday to Friday. 3 days work from office.

Ready to Apply?

If you're motivated to take on this challenge and contribute to our clients team's success, we'd love to hear from you. Please send your CV and a cover letter outlining your fit for the role. Selected candidates will be contacted for further discussions.

Your privacy is paramount to us. All personal information will be kept confidential and used solely for recruitment purposes, in accordance with legal protections.

Note: Only candidates selected for interviews will be contacted. IC Recruiting Ltd. is licensed by the National Agency of Employment (No 2087/22.07.2016) to operate in the recruitment field.

Company Description

Join an innovative multi-asset global trading platform. Designed by traders for traders, our client offers a comprehensive platform catering to the sophisticated investor. Participants can seamlessly navigate through a diverse range of asset classes, including stocks, CFDs, and cryptocurrencies, subject to the regulatory environment of each market. This platform stands as a testament to serious trading, providing agility and versatility across global financial markets.

InterContinental Recruiting

Please contact us with any questions:

Email: sofia@icrecruiting.eu 
Phone: (w) 359 2 811 1366
Recruitment license from National Agency of Employment No 2087/22.07.2016