Business Engagement Manager – CRM - Lausanne, Schweiz - Next-Link

Beschreibung

Purpose of the job:

As a business engagement manager you are bridging the gap between technical solutions, business goals, and customer needs, ensuring that CRM strategies are effectively implemented and aligned with business objectives. Continuous learning and staying abreast of the latest CRM trends and technologies are also crucial in this dynamic role.

· Be the point of contact for business stakeholders: Good Stakeholder management is required.

· Provide them support from the start of the project until the execution and then come with insights and recommendations to improve future projects

· Responsible for leading CRM Projects (Automated Journeys, Automated Triggers, and Business as Usual campaigns)

· Ensure automations continue to work on a daily basis and work with cross functional teams in case of issues

· Ensure proper segmentation strategy is implemented and we take learnings

Requirements

v Job Responsibilities

· Be the point of contact for business stakeholders and provide CRM view from the start of the project.

· You will work together with the CRM operations lead, CRM developers and CRM interns to ensure that the projects are executed on-time as planned and with quality.

· Help shape the project with our stakeholders to ensure it takes into account best practices and recommendations from previous campaigns.

· Provide support to stakeholders in creating the brief and pitching the project in backlogs

· Ensure that the Automated Journeys and Automated Triggers continue to work daily. Work with cross functional teams in case of issues and ensure that the issues are fixed and automations continue to work

· Work with CRM Data Lead to generate Consumer Reports, Insights, and Recommendations to be shared with the stakeholders

· Provide recommendations on a regular basis to your stakeholders to the CRM Data Lead on automating these reports and enhance CRM Segmentation dashboards

· Projects include CRM Automated Journeys, Automated Triggers, and Business As Usual (BAU) communications

· Ensure that the Automated Journeys and Automated Triggers continue to work daily. Work with cross functional teams in case of issues and ensure that the issues are fixed and automations continue to work

v Qualifications / Experience Required:

• Education
  

Higher educations or Masters degree in Business Studies / Marketing or Equivalent.

• Professional Experience
  

- Minimum 2 – 3 years in digital marketing, customer relationship management or customer experience.

- Proficient in English

- Experienced in working in an agile environment

- Exposure to multinational environment

• Technical, Systems
  
• - CRM
  
• Soft skills
  

Must

· Strong communication skills: Excellent verbal and written communication skills to effectively convey insights, strategies, and expectations across all levels of the organization.

· Customer Experience management: Deep understanding of customer journeys and touchpoints to enhance customer satisfaction and loyalty.

· Strong in stakeholder management: Ability to work with and manage expectations of various stakeholders, including customers, team members, and senior management.

· Team Collaboration: Skilled at working in cross-functional teams to ensure alignment and cooperation in implementing CRM strategies and initiatives.

· Team Collaborations: Skilled at working in cross-functional teams to ensure alignment and cooperation in implementing CRM strategies and initiatives.

· Data Analysis: Ability to collect, interpret and draw accurate conclusions from CRM data to identify trends, fore cast future needs and make informed decisions.

· Problem solving: strong problem-solving skills to address challenges creatively and implement effective solutions.

· Good knowledge in Business Analysis especially in the field of digital marketing & customer relationship management

· Familiarity with Agile and Scrum methodologies to manage projects flexibly and responsively.

Nice to have

- Worked in an international environment

- Knowledge about CRM systems like salesforce or Microsoft Dynamics