At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.
Job Description The CRM manager is responsible for driving growth for existing Globe Business Key Accounts via cross-sell, upsell and renewal programs which includes base analytics, campaign planning, execution and monitoring.
DUTIES AND RESPONSIBILITIES
CRM Planning and Analysis
Acquire a deep understanding of customer behavior to gain insight in aid of segmentation, targeting, communications, and content strategy development
Apply a data-driven approach to identify key customer segments, size of the business opportunity, and impact of CRM programs for the key accounts segment
Design and develop cross-sell, upsell and renewal programs specific to key accounts - customer journeys, touchpoints, messaging, and offers - across online and offline executions -and continuously enhance them to develop highly personalized experiences
Maintain a laser focus on increasing lifetime value, purchase frequency, multi-product adoption and customer satisfaction
Program Execution
Drive the successful roll-out of CRM and renewal campaigns across all customer touchpoints (eg. digital and direct sales)
Monitor and manage CRM and renewal campaigns
Increase customer engagement and conversion through test-and-learn strategies to retain and grow customers throughout their lifecycle
Ensure adoption of marketing automation tools (e.g. Pardot, SFA & Renewal Portal) across relevant roles to maximize CRM and renewal programs, e.g. CS/US, upgrade
Build good rapport and partnership with sales to gain onground insights and improved campaign execution
Program Effectiveness Monitoring
Define, track and report analytics and KPIs at the program, segment, and campaign levels
Monitor customer migration across segments to understand customer behavior and identify new opportunities &/or risks
Ensure customer systems, databases and reports are aligned to support program objectives through close collaboration with internal and external partners
The CRM Manager collaborates with CRM - Strategy, Operations, Retention, Loyalty, other Marketing Teams, Business Intelligence, L2A, CXM, Product (Basic & Complex Core & ICT) and Sales to grow the managed base via delivering the right message to the right customer via the right channel & experience. Given the product complexity and nature of accounts, the CRM Manager is expected to employ Account-Based Marketing strategies working closely with sales and customer success team.
The CRM Manager achieves targets that heavily drive business revenue. These targets may include:
Financial targets: GSR
Non-Financial targets: Coverage, Conversion, Multi-product Ownership, ICT Penetration, Recon Rate
REQUIREMENTS:
At least 2 years experience in Marketing, preferably B2B CRM
Experience with B2B Marketing Automation tools (eg. Pardot, SFA, etc)
Strong Marketing background - B2B Marketing experience is an advantage
Globe Marketing Program (GMP) including Business Analytics
Globe Organizational Understanding
Globe Product & Service Knowledge
Globe Business Process Understanding
Market, Business and Industry Understanding
Customer Lifecycle Understanding
Revenue and Revenue driver understanding
Cross-functional Team Management
Data-Driven and Analytical Thinking
Customer journey design
Graduate of any 4-year Business-related or Marketing-related Course
Equal Opportunity Employer
Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.
Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here
Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.