CRM & Loyalty Consultant / Specialist at Truth Loyalty & CRM

Job description

Key Requirements

• The candidate must have the ability to lead a stream of work and produce high quality deliverables, develop CRM and loyalty propositions and operating models all the way through to working alongside a client workforce team to deliver a CRM or Loyalty programme on an ongoing basis.
• You will inspire clients on how to optimise their customer value propositions across all channels, helping to implement and maximise value of single view of customers
• You will have a vision for the future of customer engagement and loyalty, how this meets the needs of the customer and how to help our clients to develop the propositions and capabilities which will deliver this vision
• You will have an understanding of how customer data can be used to optimise all aspects of our clients business and of the challenges of acquiring and maintaining this data
• You will advise on developing and embedding multi-channel, direct marketing processes and technologies which enable CRM
• You will help our clients through defining customer strategy (and sometimes also customer experience, channel optimisations and customer journeys)
• Where required, you will be working closely with technology delivery partners on behalf of our clients, bridging the gap for our clients between customer, business and technology
• You will be responsible for the implementation & running of loyalty & CRM programmes, managing client deliverables as part of their monthly retainers.

Skills and Experience

• Defining / contributing towards a customer vision, strategy and roadmap for a client to build customer centricity strategies through CRM, insights, loyalty and marketing
• Experience in implementing detailed loyalty & CRM strategies from inception to launch
• Offer project support & daily client management of all aspects of the loyalty programmes post – launch
• Experience developing customer journeys, customer segmentations and cross channel experiences is advantageous
• Experience in managing or defining direct marketing communications plans across channels and the customer lifecycle
• Have strong industry experience in Retail, Consumer Products or Financial Services and a strong background in data analytics and insights generation
• Have experience in business consulting and project work, specifically CRM and loyalty programme design, business requirements and change management and delivery of customer centric initiatives
• Versatility to adapt skills / behaviours / attitude to work with ambiguity and in areas that are not part of your core skills; flexible to travel to meet our needs
• Bring an energy and passion to your work, be versatile and collaborative in style, empathetic in nature, confident in content and focused on outcomes at all levels in the client organisation
• Minimum of 5 years experience and degree or post-graduate qualification (e.g. Marketing or Business Administration)

Required Experience / Attributes

• Project & account management
• Data analysis and insights generation - expert in the delivery of customer insights, using data to ‘tell a story’
• Hands on experience of CRM direct/digital campaign execution
• Strategic thinker, with proven experience of designing and implementing CRM & loyalty strategies
• Excellent communication skills in order to liaise with internal stakeholders and manage external agency relationships
• Proficiency in Microsoft Word, PowerPoint, Excel