CRM Specialist

Colgate • Scottsdale, AZ

8h • Hybrid

About The Position

The CRM Specialist will own the end-to-end loyalty experience for the US market to build brand love and engagement. This vital role will create a persistent customer-first mentality across physical and digital channels to maximize customer acquisition, retention, and profitability. The CRM Specialist interacts with digital media customer experience lead, marketing team, digital commerce team, pro sales/affair teams and the analytics team to drive initiatives essential to the continued growth and evolution of the program and overall business.

Requirements

• Bachelor’s Degree in Marketing or related field
• 5+ years of work experience
• 5+ years of experience in CRM, customer acquisition, conversion and loyalty marketing, with strong understanding of data management, including audience analysis and segmentation, data capture
• Proficient in technology across multiple platforms, including but not limited to: Salesforce Marketing Cloud, Google Cloud Platform, SAP Customer Data Cloud (Gigya), SAP Marketing Cloud, SAP Commerce, Wordpress, JIRA, and Adobe Experience Manager

Nice To Haves

• Proficiency with graphic platforms (Adobe Creative Suite) and ability to make edits to artwork that enable email and digital ad asset production
• Previous experience within the skincare or beauty sectors, or a large, multi-national CPG company
• Prior knowledge of or experience with PCA Skin and EltaMD brands

Responsibilities

• CRM Support Digital Customer Experience Lead in managing end-to-end CRM program for both consumer and professional audiences, including but not limited to, platform implementation, scheduling, agency management and creative briefing, audience segmentation, journey building to increase customer value and build brand love, retention and advocacy
• Build and maintain email calendar and production schedule and partner with agencies to develop hard-working and effective email content/design
• Build fully-compliant and highly-deliverable HTML email from agency-provided creative; deploy within Salesforce Marketing Cloud (B2C) SAP Mastermind (B2B)
• Produce iterative email templates and make minor adjustments to art as needed
• Drive positive engagement and growth of B2C customers
• Support Professional Affairs initiatives for B2B customers (i.e. Treatment Tuesdays, Physician Fridays)
• Use performance insights and consumer journey mapping tools to personalize and improve campaign strategies
• Monitor relationships with existing customers through CRM systems and implement digital marketing techniques that will drive new customers and acquisition of 1st party data
• Work closely with cross-functional team to align on personalization and consumer journey mapping to enhance the customer experience and improve campaign strategies
• Loyalty Program Support in developing and launching a consumer(b2c) loyalty program and evolving the existing customer (b2b) loyalty program
• Own the end-end loyalty customer experience in consumer and professional channels and champion what great customer experiences look like
• Create and test rewards across multiple retention channels to create offerings that drive new product adoption, build sustained brand loyalty and engage consumers in our mission
• Research, Analytics and Audience Segmentation Support the development of audience segmentation strategy and lifetime value of B2B and B2C customers
• Track and measure KPIs to evaluate and improve on the results of content and campaigns with a test/learn agenda
• Work with team to enhance profiles of 1P data to further personalize the journeys / messaging
• Develop the 360-degree view of the customer that paves the way for measuring customer satisfaction across all touchpoints along the customer journey

Benefits

• medical
• dental
• vision
• basic life insurance
• paid parental leave
• disability coverage
• participation in the 401(k) retirement plan with company matching contributions subject to eligibility requirements
• a minimum of 15 vacation/PTO days
• 13 paid holidays
• Paid sick leave is adjusted based on role and location in accordance with local laws

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level