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Customer Service Representative 3(Sr Associate, CRM)

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Job Description

Customer Service Representative 3(Sr Associate, CRM)

Plano, TX

9 months contract

 

Job Description

For decades, Client has been leading the charge on innovation. We see beauty in achieving excellence and our passion for change fuels our discoveries, inventions, and breakthrough technology. We believe that technology can, and should, make the world a better place, so we create new possibilities for people everywhere, push the limits of what’s possible, and constantly innovate.

At Client Electronics America, we take pride in the creativity and diversity of our talented people – they are at the forefront of everything we do. Their skillset and mindset drive our continued success. Only the resilient and resourceful thrive in the daily dose of unexpected at Client. We unapologetically push to achieve unforeseen potential in everything we do, both within the workplace and at home. We fearlessly face challenges head-on, conquer the unconquerable, and are comfortable living in the uncomfortable zone. Together we make the impossible possible. Because at Client, we own the Unknown.

If you have ambitions to be a part of a Best in Class organization, Client’s Mobile Marketing Team is the place to be. The CRM team within Mobile Marketing is a key driver of demand generation for both internal and carrier sales. We are driven by data for audience targeting, messaging and offer alignment to maximize performance. Leveraging consumer insights together with probabilistic models allows us to analyze, strategize and communicate with existing and potential customers.

Position Summary

This role will report directly to the Sr CRM Mobile Manager. As the Manager CRM, you are instrumental in maximizing performance of our digital email campaigns across channels including email and push notification as well as coordinating with .com, ecommerce and Client application teams for maximum personalization to drive highest engagement. In addition to management of daily operations for CRM programs, the Manager will assist in the planning and implementation of strategies to achieve key business objectives as well as partner with the Product and Marketing teams in order to achieve excellence in demand generation program execution.

Organization: Client Mobile Marketing

General Responsibilities

Define Campaign Targets: Define the target audience for individual campaigns designed to drive traffic to Client.com, carriers and retail partners. Align with our Big Data, Data Science and agency teams to develop audience target lists, expand current audience reach, and ensure optimum usage of internal database and external list sources.

CRM Governance: Participate in CRM Governance Council for planning and coordination across SEA lines of business. Ensure compliance with all guidelines and provide briefs and analysis for Council review.

Campaign Planning: Assist in building acquisition and retention campaigns based upon product and overall marketing priorities. Identify - and adjust - appropriate mix of offers and messaging to engage our audiences and generate Marketing Qualified Leads (MQLs).

Work with Product and Marketing Managers to lead messaging assets (images, messaging and comparative specifications) that map to target.

Ensure clear value propositions and messaging that maximizes pipeline, revenue, and awareness for campaign focus area.

Assist in working and managing external creative agencies and vendors alongside Sr Manager.

Work alongside Sr Manager on ongoing Campaign Management and Execution: Manage both new sales and nurture campaigns to reach target audience and meet defined metrics. Initiate programs for email marketing, automated trigger responses, direct mail and push notifications.

Sales Enablement & Communications: Work closely with sales to ensure marketing campaigns are aligned to sales objectives and communicated to sellers for activation. Build campaign tools and resources for sales to easily leverage with accounts. Additionally, you will align closely with our inside sales teams to ensure programs are set up to flow to the right sales teams and build communications to ensure they know how to follow up on leads. Serve as a sales liaison, troubleshooting problems as they arise.

Reporting: Collaborate with Data Science and agency teams to design reporting that supports analysis of program performance. Analyze performance and results and optimize campaigns based upon test and learn strategy.

Alongside Sr Manager, Inform Mobile Marketing team members of planned program activity and coordinate review of materials during campaign development.

Alongside Sr Manager, work closely with Marketing Managers to understand ongoing and ad hoc projects and requirements

Manage daily operations with agency partner(s) coordinating creative development, list selection, and execution of each campaign.

Key Competencies:

Creative Problem Solving

  • Ability to understand complex ideas and problems in a fast-paced environment
  • Ability to design data-driven technology solutions to create actionable information to answer business questions
  • Strong ability to identify, communicate, and advocate for solutions at both high and granular levels
  • Superior attention to detail, accuracy, and scope
  • Innovation mind set and intellectual curiosity

Acumen & Communication

  • Strong ability to manage projects, prioritize, and communicate within a team
  • High degree of self-advocacy, motivation, and development
  • Highest level of professionalism and business acumen

Partnership & Collaborative Success

  • Appetite to partner with other stakeholders in the firm to drive objectives to delivery
  • Strong interpersonal skills to identify and resolve conflict to mitigate roadblocks
  • Ability to defend the team’s interest and priorities, while putting the Company first

Technical Skills

  • Proficient in Excel, PowerPoint and Tableau.
  • High ability to develop an analysis, interpretation, and presentation
  • Able to learn new systems quickly and maximize potential of available tools

Requirements

  • Bachelor’s degree in Marketing relevant field
  • 3-4 years’ experience with minimum 1 year in a similar role
  • Independent worker with excellent organizational and project management skills
  • Must have effective communication skills (verbal, written and presentation)
  • Ability to coordinate processes and work as part of multiple teams across a large organization
  • An ability to manage personal workload and agenda independently but in alignment with the priorities of the business unit
  • Familiarity with large scale data and querying ability is preferred

Top 3 must-have skills/requirements?

Self Starter, Attention to detail, Basic CRM/Digital knowledge experience 1+ yr

Education? Bachelors

How many years of experience is required? 3-4+

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