CRM (Customer Relations Manager) And Loyalty Manager at Clicks Group

Introduction

• To lead and be responsible for the design, content, and effective measurement of all digital communications for Sorbet and its other business units, influence cross-functionally with other teams to identify and develop new and innovative methods of digital communications to maximise value (revenue and income).

Job description

Purpose of the work:

• Manage the entire customer relationship with Sorbet Brands through direct, digital and instore platforms.
• Grow the profit and turnover of all Sorbet brands through the utilisation of understanding consumer behaviour and spend and developing strategies and campaigns.
• Manage and utilize all consumer channels to drive turnover, profit, brand awareness and brand love.
• Grow store growth through increased foot traffic through current guests and new feet.
• Assist with management of all online, direct, social and digital platforms.
• Optimizing, measurement & reporting of Sorbet Group direct, digital and instore platforms (loyalty, websites, social media, SMS, email, WhatsApp, digital screens, app, google and any other customer relationship direct or digital customer channels).
• Manage all direct or digital customer channels spend, campaigns and performance.
• Manage and grow the loyalty programme, app usage and e-commerce revenue.

Minimum requirements

KEY TASKS AND RESPONSIBILITIES

• Manage the strategy and implementation of the website
• Convert website into a beauty and lifestyle format that drives educations , empowerments, insight , digitization (online sales and bookings), brand info and campaigns
• Content Creation
• Supplier Product Management
• Integrate with brand managers / agencies to get the most optimal and highest form of ROI 
• Manage and get the highest ROI for all store GMB
• Develop toolkits for FP social media management to grow foot traffic into store
• Manage Yext platforms which include GMB, Store pages and Facebook
• Develop and execute group campaigns briefed in by the business
• Execute CRM digital campaigns briefed in my CRM 
• Develop a CRM segmentation per brand
• Develop the consumer journey through analytics
• Grow basket size through CRM base
• Work with agency & brand manager on digital reports
• Build,Liaise and develop strong relationships with strategic digital partners (Facebook, Google, Twitter, etc.)  to maximize our opportunity and excel in the use of their respective platforms.
• Demonstrable experience leading and managing SEO/SEM, marketing database, email, social media  and/or display advertising campaigns 
• Working knowledge of ad serving tools 
• Manage and utilize the loyalty program to grow the business
• Manage the direct channels for the business and stores eg. SMS and emails
• Daily engagement (postings, responses, paid advertising & updating)
• Manage the social media company in terms of budget and workflow
• Manage social Media Complaints
• Manage all social media and digital briefs and campaigns to agency
• Develop the social media digital strategy with managers
• Manage the performance and analytics
• Grow the social media according to targets and KPI
• Lead all back end technical areas with digital agency
• Project manage all projects and campaigns that require a social media output

KEY COMPETENCIES:

• Ability to work independently, delivering on strategic direction without direct supervision
• Ability to influence others in indirect relationships
• Ability to motivate multiple stakeholders to a common goal
• Coaching peers
• Manage team in ambiguous environments
• Act with the highest integrity and lead with courage and humility
• Team player
• Results oriented
• Operate with high level of urgency and ownership
• Embrace change and motivate others to think and act differently
• Creative and Innovative
• Proven written and verbal communication skills
• Technologically advanced 
• Be trendy and in the know
• Able to work in a team
• Good management skills
• Strong attention to detail

EDUCATION AND EXPERIENCE:

• Bachelor’s degree in business or a related field
• 3 5 years working experience in marketing & digital 
• Demonstrated experience in brand building principles and omni-channel media strategy
• Excellent organization skills and ability to meet tight deadlines
• Experience with budget forecasting and tracking
• Marketing Background and Proven working experience in marketing 
• Tech, Digital and CRM experience(essential)