CRM Manager

POSITION SNAPSHOT

Location: Bangkok

Company: Nestle

Department: Marketing & Consumer Communication

Full-time

Minimum 5 years' experience working in Data & CRM with relevant products

A DAY IN THE LIFE…

• Lead Nestlé Thailand's data activation strategy by leveraging Marketing and CRM technologies utilizing multiple data sources to develop and deliver holistic data activations plans to brands and business teams, working cross-functionally on campaign analytics, measurement and multi-touch attribution where applicable.
• CRM Strategy Development:
• Develop comprehensive brand and corporate CRM strategies and action plan that align with overall brand business objectives.
• Create and execute a strategic CRM roadmap from consumer recruitment to retention.
• Align CRM initiatives with marketing and sales goals.
• Campaign & Performance Management:
• Manage and collaborate with Media manager, brand CRM managers, and marketing teams to design, launch campaign using 1PD with targeted LINE messages, SMS, email, and social media executions.
• Monitor and analyze campaign metrics.
• Adjust strategies based on campaign performance data
• Identify and secure data partnerships with local vendors or corporate data providers fit to Nestle categories, such as but not limited to Ecommerce, Retailer, and Media to enable brand loyalty and sales. Work closely with the Integrated Media Managers and Business units to develop data activation campaigns as part of the integrated media plan in line with brand priorities.
• Acquisition Management:
  
  Develop acquisition framework and advice Brands and CRM agencies on how to effectively acquire 1PD either for CRM, Loyalty or marketing campaign activation.
• Analyze customer data for insights and opportunities: Collaborate with Consumer Insights team to understand the category, internal IT, and CRM and Media Agency to:
• Analyze customer data to identify trends, patterns, and opportunities for improving customer engagement and retention.
• Generate reports and dashboards to provide actionable insights to stakeholders.
• Defined initiatives and opportunities:
  
  Works closely with brands and business teams to define new communication opportunities and tools, partnership or initiatives that would help them achieve their objectives.
• Function as the platform owner of multiple CRM, digital and analytics tools, serving as a consultant to brands, agencies, and technology staff, with respect to improving the efficiency and utility of the analytics implementation across the entire consumer lifecycle. Work closely with Data Analytics department to analyze and present CRM and digital media and data insights to internal and external partners to generate actionable and meaningful insights to drive media and CRM performance optimization recommendations.
• Collaborate with Legal and IT team to ensure all marketing data collection and consumer data activation practices are aligned with Thai PDPA regulation and stay abreast in tools and industry developments across digital marketing analytics as well as the various digital media channels and provide strategic recommendations when appropriate.
• Manage and maintain the CRM system: Manage CRM agency and internal IT to:
• Ensure the CRM and/ or Loyalty system is properly configured and optimized for efficient data management.
• Maintain data accuracy, integrity, and security within the CRM system.
• Conduct audits and quality checks to ensure data consistency and compliance
• Timely resolution of CRM system issues and technical support
• Develop category capability building programs to transfer the knowledge from the team to the category and to drive Integrated media excellence within the category, leveraging internal and external capability building programs.

ARE YOU A FIT?

• Bachelor's degree in related fields
• Minimum 5 years' experience working in Data & CRM with relevant products
• Familiar with Data & CRM strategic planning and implementation, new customers recruitment, retention of existing customers, social CRM experience etc.
• Proficient with the use of word, excel, PPT Office software