£50,000 - £75,000 per annum - Middlesex - CRM - South East
Ref: 406 Date Posted: Friday 12 Oct 2018
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My client is a multinational energy company who is looking for a CRM Manager to deliver the decisioning vision and strategy to enhance the customer experience, providing targeted CRM and lifecycle campaign activity across various channels & brands and to be based at the Middlesex office.

What you’ll be responsible for: 

  • Defining and delivering decisioning vision and strategy, having ownership of the end state of decisioning capability and its innovation over time, ensuring ongoing alignment to overall business and channel strategy.
  • Responsible for decisioning system future development and integration to capability landscape as well as delivery and alignment of any resulting Decisioning Programmes (in practice this means delivery of Phases 1-4 of the Next Generation Decisioning Programme, which requires a Cloud based Pega centralised decisioning hub)
  • Ensuring design and architecture for centralised decisioning facilitates the Vision set out by CRM Operations
  • Own TYP and LE process ensuring ongoing funding and support for decisioning
  • Owns decisioning benefit planning and realisation
  • Responsible for ongoing market scanning and benchmarking of decisioning capability vs. best in class
  • Responsible for developing and delivering a decisioning communication strategy and plan
  • Responsible to develop and maintain decisioning balance scorecards and any dashboards required by key stakeholders and business governance
  • Manage operational and regulatory risks, escalating as appropriate.
  • Ensure information systems are operated to the required standard to maintain accurate and secure records.  
  • Ensure there are adequate resources, including contingency arrangements, to run the business and meet our customer commitments.
  • Organising team to deliver CRM capability transformation and enhancement, ensuring each team member attains and maintains the required competency level to perform their role and to promote a culture where customers are treated fairly and are properly informed.

Skills you will have: 

  • Decisioning experience with relevant team leadership in a real time Decisioning (Best Next Action) environment.
  • Experience in real time and batch decisioning, preferably previous experience of Pega/Chordiant
  • Experience in multi channel trigger and best next action campaign deployment. 
  • Technical understanding of key technologies involved e.g. Big Data, Oracle, Cassandra, Pega Decision Management, Predictive Modelling
  • Experience of CRM implementation
  • Comprehensive knowledge of the full marketing mix
  • Experience in management of operational processes & people management
  • Ability to converse across levels of the organisation across technical and business stakeholders and discuss solutions in plain English.
  • Commercially astute, with some P&L experience desirable

If interested, please get in touch with Max on 01565 651 429 or send your CV to max.ottavianelli@kdrrecruitment.com

Max Ottavianelli looks after this role for KDR, if you have a question get in touch...



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