BAT is evolving at pace - truly like no other organisation.

To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!

BAT KSAIS LOOKING FOR A CRM EXECUTIVE , MEC

SENIORITY LEVEL: G34

FUNCTION: Marketing

LOCATION: Jeddah, KSA

ROLE POSITIONING AND OBJECTIVES

The role is responsible for 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.

Manage day to day administration of Hubspot CRM systemConsumers’ data entry and hygiene check.Ensure consumers’ data integrity and availability for CRM plans.update and append any necessary information to leads and contactsBuild the briefed segments’ data conditions on HubSpot. Workflows and marketing automation set up. Reporting of digital touchpoint results through Hubspot, driving insights and action plans to improveDevelopment of Digital calendar in line with cycle and brand plans Set up of emails including scheduling, UTMs, creating, and QA and A/B testing. Set up of SMSs on hubspot and other system Connect the created touchpoints to the Journeys. Briefing creative agency for required assets, reviewing and feedbackEnsure compliance with briefed content.Development and ownership of Consumer JourneysDevelopment of consumer journey post-acquisition to ensure consumers are properly integrated into our brand through call center, emailer and SMSDevelopment of hyper care content and optimizing it based on market changes and consumer pain points Manage and train call center agents

Reports to: Consumer Experience Manager – MEC   

Geographic Scope: Middle East Cluster

WHAT YOU WILL BE ACCOUNTABLE FOR

Dealing with agency on a day to day basis to ensure content is as per the brief requirementsDealing with internal stakeholders to update and showcase strategy for cycle planDriving overall CRM strategy & implementation within MECDevelop and implement customer retention programs to reduce churnMonitor and analyse customer feedback to identify areas for improvementTrack and report on the effectiveness of CRM initiatives and campaignsSupervise Call centre agency  to ensure consistent and positive customer interactions across all touchpoints

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

Bachelor’s Degree requiredKnowledge 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 skillsInnovative, resourceful, and collaborativeInitiative to work independently and proactivelyPreferably with Agency Background

WE ARE BAT

At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.

Global Top Employer with 53,000 BAT people across more than 180 marketsBrands sold in over 200 markets, made in 44 factories in 42 countriesNewly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations Diversity leader in the Financial Times and International Women’s Day Best Practice winnerSeal Award winner – one of 50 most sustainable companies

BELONGING, ACHIEVING, TOGETHER

Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference!