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Customer Relationship Management Executive

2 months ago

Jeddah, Makkah Province, Saudi Arabia BAT Full time
About the Role

We are seeking a highly skilled Customer Relationship Management Executive to join our team at BAT. As a key member of our Marketing function, you will be responsible for driving the Customer Care Relationship Management of new categories to ensure a best-in-class execution of the consumers' journey, driving smooth consumer experiences, and reporting.

Key Responsibilities
  • Hubspot CRM System Management
    • Manage day-to-day administration of the Hubspot CRM system, ensuring consumers' data integrity and availability for CRM plans.
    • Update and append any necessary information to leads and contacts.
    • Build briefed segments' data conditions on HubSpot.
    • Workflows and marketing automation set up.
  • Digital Touchpoint Reporting
    • Report on digital touchpoint results through Hubspot, driving insights and action plans to improve.
  • Digital Calendar Development
    • Develop a digital calendar in line with cycle and brand plans, including setting up emails, scheduling, UTMs, creating, and QA and A/B testing.
    • Set up SMSs on Hubspot and other systems.
    • Connect created touchpoints to the Journeys.
    • Brief creative agency for required assets, reviewing and feedback.
    • Ensure compliance with briefed content.
  • Consumer Journey Development
    • Develop and own Consumer Journeys, including post-acquisition integration into our brand through call center, emailer, and SMS.
    • Develop hyper care content and optimize it based on market changes and consumer pain points.
    • Manage and train call center agents.
What You Will Be Accountable For
  • Dealing with agencies on a day-to-day basis to ensure content meets brief requirements.
  • Dealing with internal stakeholders to update and showcase strategy for cycle plan.
  • Driving overall CRM strategy & implementation within BAT.
  • Develop and implement customer retention programs to reduce churn.
  • Monitor and analyze customer feedback to identify areas for improvement.
  • Track and report on the effectiveness of CRM initiatives and campaigns.
  • Supervise call center agency to ensure consistent and positive customer interactions across all touchpoints.
Essential Experience, Skills, and Knowledge
  • Bachelor's Degree required.
  • Knowledge of email campaign management tools, specifically Hubspot Marketing as well as CMS/backend standard email templates (Shopify).
  • Retrieval and uploading of data files to/from multiple systems and environments.
  • Proven agility and capability to work in changing dynamics.
  • Strong problem-solving skills. Effective oral and written communication with work teams and other resources to accomplish goals. Excellent interpersonal and team skills.
  • Innovative, resourceful, and collaborative.
  • Initiative to work independently and proactively.
  • Preferably with agency background.