NZ CRM Manager

Position Overview

We are seeking an experienced NZ CRM Manager to join our team in Auckland. Reporting directly to the Head of Marketing, this role focuses on utilizing data analysis to craft strategic, personalized communications and nurture customer relationships through precise segmentation.

Key Responsibilities

• Analyze customer databases to create relevant segments, offers, and communications tailored to the audience.
• Design, implement, and manage CRM strategies and programs while collaborating with Contact Centre teams to target appropriate segments.
• Monitor and report on key performance indicators, refining strategies to enhance ROI and campaign effectiveness continually.
• Oversee external vendors including CRM support providers, creative agencies, printers, mailing houses, and data suppliers.
• Effectively manage operating and capital expenditure budgets associated with CRM initiatives.
• Develop sales targets and forecasts for all CRM and Contact Centre activities.
• Optimize Adobe and other integrated CRM platforms to boost campaign performance.
• Gain an in-depth understanding of the customer lifecycle and CRM databases to identify opportunities for growth and improved outcomes.
• Deliver personalized campaigns and create customer journeys that promote initial and repeat purchases.
• Collaborate with corporate and international CRM teams to derive insights and best practices tailored for the New Zealand market.
• Develop and introduce new customer segments and refine targeting strategies to improve campaign relevancy and response rates.
• Implement a rigorous test and learn approach to increase conversion rates through better segmentation, message sequencing, and channel selection.
• Maintain data integrity and hygiene ensuring compliance with Marketing Association best practices and privacy legislation.
• Enhance CRM platforms and related front-office and telemarketing systems to benefit both internal teams and customers.
• Support the development of Power BI marketing reports and assist with other marketing projects as required.

Skills and Competencies

• Proven ability to manage large volumes of omnichannel CRM campaigns effectively.
• Strong commitment and capability to work collaboratively with cross-functional and culturally diverse teams.
• Excellent verbal and written communication skills.
• Capacity to juggle multiple priorities, focusing on customer outcomes and results.
• KPI-driven mindset with a proactive approach to monitoring and optimization.
• Flexibility to adapt in a fast-paced environment with shifting priorities.
• Experience in project and process management.
• Competence in managing relationships with internal and external stakeholders.
• Familiarity with Adobe Marketing Cloud is advantageous.

Education and Experience

• University degree in Business Administration, Marketing, Communications, or related field.
• At least six years of hands-on experience implementing CRM strategies.
• Thorough understanding of CRM methodologies, marketing best practices, and customer-centric tools.
• Demonstrated ability to utilize data analytics to guide decision-making and campaign improvements.
• Experience in industries such as Telecommunications, Energy, or Insurance is highly valued.

Company Values

We prioritize the growth and development of our employees by offering constructive feedback and learning opportunities. We recognize dedication and achievements, supporting career advancement.

We are an equal opportunity employer committed to diversity and inclusion, welcoming applications from people of all ages and backgrounds.