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Customer Relationship Manager

3 weeks ago


Jeddah, Makkah Province, Saudi Arabia BAT Full time

BAT is a leading global tobacco company, driven by our purpose of creating A Better Tomorrow. As we continue to evolve at pace, we're looking for talented individuals who share our ambition and are ready to live our ethos every day.

The role of CRM Executive, MEC, is responsible for driving the Customer Care Relationship Management of new categories to ensure best-in-class execution of the consumers' journey, driving smooth consumer experiences, and reporting.

Key Responsibilities
  • Manage day-to-day administration of HubSpot CRM system
    • Data entry and hygiene check.
    • Ensure data integrity and availability for CRM plans.
    • Update and append necessary information to leads and contacts.
    • Build briefed segments' data conditions on HubSpot.
    • Set up workflows and marketing automation.
  • Reporting of digital touchpoint results through HubSpot, driving insights and action plans to improve.
  • Development of Digital calendar in line with cycle and brand plans
    • Setup of emails including scheduling, UTMs, creation, and QA and A/B testing.
    • Setup of SMSs on HubSpot and other systems.
    • Connecting created touchpoints to Journeys.
    • Briefing creative agency for required assets, reviewing and feedback.
    • Ensuring compliance with briefed content.
  • Development and ownership of Consumer Journeys
    • Post-acquisition consumer journey development to ensure proper integration into our brand through call center, emailer, and SMS.
    • Hyper care content development and optimization based on market changes and consumer pain points.
    • Managing and training call center agents.