CRM, CDP, & Content Specialist

Mars•Chicago, IL

6d•$82,748 - $113,779•Hybrid

About The Position

The Mars Premium Brands Customer Relationship Management (CRM), Customer Data Platform (CDP), and Content Specialist is accountable for establishing and maintaining a personalized 1:1 relationship with each individual consumer to consistently surprise, delight, retain, and turn them into brand ambassadors. This role is critical to driving profitable sales growth across the D2C eCommerce, Retail, and B2B sales channels. This individual will be tasked with creating a CRM strategy for Ethel M Chocolates and American Heritage Chocolate (Mars Premium Brands) and executing via Content Creation, Email & SMS Marketing, the CDP, and external agency collaboration. In addition, this individual is expected to utilize existing CRM and CDP technologies to their full potential as well as identifying and implementing new technologies to support the CRM strategy. This position will work closely with the D2C eCommerce, Owned Retail, B2B, Marketing, and Customer Service teams.

Requirements

Bachelor's Degree in Business or Marketing required.
Minimum of 3+ years of professional experience managing or supporting a Direct to Consumer (D2C) eCommerce website with high volume sales.
Experience with Email and SMS Marketing
Previous experience working with and managing agency partners
Stakeholder management experience
Experience with data analytics and reporting (PowerBi, Google, etc.)

Nice To Haves

Professional certifications relating to Google/Meta Ads, Google Analytics, and Klaviyo a plus.
Knowledge of salesforce marketing cloud a plus
Familiarity with Monday.com or similar work operating systems a plus.

Responsibilities

Build a consumer engagement, retention, and ambassadorship strategy utilizing touchpoints such as owned websites, Email Marketing, SMS Marketing, User Generated Content, Surveys, and Ratings & Reviews. The goal of this strategy is to create an exceptional consumer experience that feels unique and personalized to each individual consumer and drives profitable business growth.
Responsibly collect first-party and zero-party data provided with consent from our consumers. Work with key internal stakeholders to build and maintain accurate data on consumers.
Scope, Brief, Manage, and Review the creation of all copy and creative utilized in direct marketing (Email and SMS) with external agencies. Coordinate with internal stakeholders to ensure creative and copy compliance with brand standards.
Utilize the Mars Consumer Data Platform (CDP) to identify, build, and manage audiences of consumers with similar behavioral patterns and attributes. Leverage audiences built in the CDP to drive personalization via owned marketing channels and cost-efficient paid marketing (Google, Meta, TikTok, and Pinterest).
Own CRM Performance Reporting - have a solid understanding of key email and social metrics. Be able to pull and interpret trends in the data and recommend optimizations across channels. Provide guidance and oversight of UTM usage for reporting and additional sales analytics support.
Ensure compliance with the California Consumer Privacy Act (CCPA) and resolve all Data Subject Access Requests (DSAR).
Own post-purchase surveys and ratings & reviews and optimize them to drive guest engagement and retention while providing the team with insights and correction opportunities.
Own the relationships and partnerships with CRM technology vendors - CRM Platform, Email Marketing, SMS Marketing, etc. Serve as the main point of contact for our team's usage of the Mars CDP. Partner with the central Mars CDP team to scope and manage the implementation of features and requirements specific to our brands.
Partner with the Customer Service lead on optimizing guest interactions, retention, and outreach utilizing existing CRM and CDP technologies. Partner with eCommerce, Owned Retail, and External Sales/B2B teams to identify guest engagement and retention opportunities across sales channels. Partner with eCommerce, Owned Retail, External Sales/B2B, R&D and Activity Management, and Demand Planning teams on new product recommendations and portfolio management decisions based on purchasing behavior and guest feedback.
Work with the eCommerce and Owned Retail sales channels to develop, deploy, and measure results of annual promotional calendar to drive sales and new product launches while achieving margin and trade budget goals. Identify and launch new technologies to support the continuous improvement of CRM for Ethel M Chocolates and American Heritage Chocolate. Actively map Consumer Journeys for existing and newly proposed Journeys. Support content creation, project management and web development scoping to continuously improve and establish new Consumer Journeys for Mars Premium Brands.

Benefits

Work with over 130,000 with diverse and talented Associates, all guided by The Five Principles.
Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
Best-in-class learning and development support from day one, including access to our in-house Mars University.
An industry competitive salary and benefits package, including company bonus.

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