CRM Customer Strategy Manager

Day Rate Contract

£208 p/day Inside IR35

Hybrid 3 days per week in the office

Why Join our Team?

The European Digital Marketing Team’s mission is to deliver a personalized, meaningful, premium experience to Samsung consumers across a multi-touchpoints (CRM, digital media, App, website, e-store) to drive continuous DTC growth. We do this by better understanding our consumer’s needs and behaviours, digital trends and focusing on continuous improvement on our digital channels.

The digital team work closely with multiple internal and external stakeholders to set regional strategy and provide highly specialized skills to drive meaningful change across European markets (16 subsidiaries).

The team aim to create propositions we can deliver to consumers at the right time in their path to purchase, working with all parts of the business (Marketing, Retail, Customer Service, Product Divisions) in Europe, but also with the Suwon Office in Korea, as well as with other regions such as the US.

Your Key Responsibilities:

As Customer Strategy Manager you will help manage and support the European Digital Marketing team developing customer strategies and plans for brand partnership campaigns and marketing programmes to increase contribution to sales and drive customer value.

Working closely with the brand team you will develop strategic digital marketing plans supporting brand campaigns across key channels (CRM email, push, app, .com, paid media). You will be the key point of contact for the brand team on all campaigns to align digital marketing support, budget asks and KPI measurement.

You will also support the activation of new digital marketing innovations working with the MarTech and channel teams to plan and facilitate pilot campaigns and wider roll out to EU subsidiaries.

You will develop customer-centric, data-driven programmes to support customer growth, sales, retention and engagement objectives, leveraging the usage of machine learning and customer propensity models. You’ll have responsibility for the adoption of these new programmes across European markets to create a more connected customer experience. By doing so, you’ll deliver significant change and growth to ensure customers continue to want to buy from the brand and expand customers’ eco-system ownership to drive long-term value to the business.

Working in partnership with the CRM Team, Campaign Analysts, Data & Technology and other Channel Experts (Paid Media / .com / CRM and more), you will support the development and implementation of customer-led marketing best practices to enhance DTC growth, collaborating with European and Suwon teams, EU subsidiaries and agency partners (including VML, Starcom and Cheil). You’ll be responsible for leading innovative marketing projects to drive best in class, industry leading indicatives to drive customer growth, such as the European personalisation strategy.

Business Objectives:

Priority 1: Drive Brand campaigns across digital channels

Priority 2: Improve customer engagement

Priority 3: Drive D2C growth

Your Goals: Lead marketing initiatives to:

Drive brand campaign engagement across digital channels

Drive DTC Growth through .com & app sales, revenue, x-sales and retention

Drive One Customer Experience

Drive D2C Growth with Digital Innovation & Personalisation

Day to day responsibilities:

Plan digital marketing communications with insight led, engaging content showcasing products aligning to brand and channel guidelines, sending to over 70 million engaged customers

Supporting the delivery of European personalisation strategy by coordinating requirements with the subs and core development teams and managing the content requirements and ongoing content management

Write briefs, assess creative, designs and copy, circulate for feedback and approval, create toolkits for the subs so they can implement campaigns locally, brief and work with CRM Ops team to set up and deliver CRM campaigns

Build key plans and toolkits to support Brand campaigns across digital marketing channels as well as a building out requirements for budget, assets and timings to support

Have a passion for data and personalisation, understanding the feasibility to implement trigger campaigns working with data teams to build recommendations

Facilitate and manage the communication between European Office and European subs. Work with Suwon (Korea) to communicate European plans and results as well as understanding Global CRM plans required for roll-out

Support the team with activity planning with half business reviews to identify success and learnings for forward planning

What we need for this role

To be successful, you will possess the following skills and attributes:

3+ years experience in a strategy focussed role in marketing roles

Consumer-oriented approach, ability to build consumer-friendly messaging

Outstanding execution skills with strong attention to detail

Organised with outstanding work planning and time management skills

Keen to understand and find out more about the technology that drives personalisation and how it works in Europe

Excellent communication skills and confident presenting to teams

Experience of analysing metrics and data to guide decisions and make recommendations

Solutions focussed using initiative to drive projects forwards to meet key deadlines and KPIs

Ability to thrive under a fast, pressured environment with conflicting priorities and changing direction

Passion for technology and a strong understanding of the sector

What does success look like?

The candidate will proactively look at a business problem, understand customer needs and create recommendations on the digital marketing approach and build a toolkit structure to support

They will collaborate with key teams, building an effective internal network, to drive solutions across multiple channels and marketing teams while effectively communicating progress and project updates

They will also work with the European markets to drive uptake of toolkits, measuring results and communicating performance and updates to the wider team

They will understand how their work supports the wider business priorities and create strategies and plans to support, with relevant KPIs to track

They will work with our marketing agency partners to develop plans and toolkits for key strategic programmes and brand campaigns