CRM & Social Media Lead (Cpt or Jhb) at Philip Morris International

As the CRM and Social Media Lead, you will run digital 1-2-1 communication for customer engagement by designing, implementing, and deploying CRM marketing journeys and email communications. You will also collaborate closely with customer service and content. All aspects of the social media process, including response handling, posting, editing, escalation, and planning, will be led by the production team (including review sites such as Google My Business)

Your primary metrics will be user engagement through CRM communication, social media, and channel metrics growth (against benchmarks/targets). You also know about email/SMS marketing principles, triggered campaigns, email testing, and performance optimization. You should also have experience leading organic and paid social media campaigns and guiding standard methodologies.

You will work closely with commercial and IT teams to ensure that all requirements are brought together, including business rules and logic, to build an end-to-end customer strategy capable of delivering the right experience to the right audience at the right time. This will feed into and support the journeys of awareness and acquisition.

Collaborating closely with the customer service team to ensure effective community management, including responses to comments and reviews, as well as keeping our followers engaged through leading customer service content published on familiar platforms like Facebook, Instagram, and Twitter.

Your "day-to-day"

• Primary responsibilities include designing and configuring journeys in collaboration with local and global teams
• Data mining and audience segmentation
• Leading the entire email campaign process, from planning to coordination, segmentation and targeting, reporting, and optimization
• Implementing standard methodologies in CRM and Social Media channels in a way that demonstrates business growth and benefit
• Working with the CSC team to ensure our online community grows, builds, and is led through our social channels.
• Engage collaborators to understand better current and future business requirements and their impact on our organisation.
• Provide updates and information to a large subscriber base while leading content generation, collaborating with a copywriter, and crafting and fine-tuning your strategy
• Monthly campaign performance reporting and analysis should be provided so critical partners can see the results and a client-facing opportunity to deliver insight, statistics, and results.
• Provide market/industry trends as well as critical metric reporting for both channels
• Email Open rates, click-through rates, leads, and sales
• SMS Delivery, response rates, leads, and sales
• Social Media engagement rate, share of voice, social sentiment
• Flexible and timely CRM communication planning, development, and execution for our nurture and retentions
• Collaboration with team members to develop and implement test strategies such as A/B multivariate testing to increase open, click-through, and conversion rates
• Learn about the workflow processes and systems that are involved in the marketing/sales cycle
• Collaboration with vendors, IT, regional, and global teams is crucial
• Data management to create campaign segments and gain consumer insights
• Collaborating with the strategic journey leads to developing strategies for acquiring and retaining customers and working closely with the Customer Experience team to find opportunities and create innovative ideas and campaigns in a constrained environment while remaining tenacious in pursuing the concept or finding suitable alternatives
• Collaborate with the content team to ensure consistency in creativity and strive for best-performing creatives based on channel-specific metrics

We are looking for

• A complete diploma (or qualification that is equivalent)
• Min. 2-3 years of experience in a similar position, preferably in digital marketing and CRM, is required
• Demonstrable experience in managing social media
• Manage the setup and configuration of data-driven campaigns to ensure delivery
• Solid technical skills and knowledge of HTML and CSS for email deployment
• Salesforce and Salesforce Marketing Cloud expert
• Extensive knowledge of Google
• Ability to data and provide useful business insights
• Managing, analytics, data visualisation, tracking, and UTM tagging
• Experience with audience segmentation and development for personalisation and targeting through the management and enriching databases
• Provide problem-solving, creative, and escalation support
• Excellent written, verbal, and presentation skills

You must be able to thrive in a fast-paced, iterative, deadline-driven environment. You'll love going above and beyond and reaping the rewards of your various campaigns. In addition, you will benefit from this long-term development opportunity. These comprehensive CRM and Social Media programmes will enhance customer experience by improving segmentation and profiling and offering loyalty programmes and customer support initiatives to drive awareness, acquisition, and retention.