Customer Success Manager

• Own creating, delivering, measuring and improving results of the CRM roadmap: Primary focus is on email and potentially also SMS communication
• Build out, test, deploy and enhance the CRM data feeds, customize integration with ESP and use in automated contacts via email or SMS to enhance personalization and segmentation
• Automate CRM best practices across all countries & brands
• Drive customer contact that enables acquisition, nurturing, retention, and loyalty campaigns to efficiently scale our customer base in all markets
• Identify pragmatic ways in which data analysis, AI, machine learning or other capabilities can be used to improve results
• Recommend and implement, together with greater tech team, CRM innovations for tooling, data capture, predictive targeting, automation of customer communication and use of AI where appropriate
• Analise and report on the effectiveness of automated communications, using data to build to insights, all to improve effectiveness
• Employ A/B (or multivariate) testing to regularly learn what audience engagement best advances our business metrics
• Configure, maintain, and enhance CRM workflows and integrations, ensuring best practices in technical implementation
• Work with CRM vendor, Emarsys, to increase performance and cost-efficiencies

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