Position Summary:
The Manager, CRM Campaign Management will report directly to the Manager, Customer Lifecycle & Automation and manage Samsung’s Consumer Electronics, Corporate Marketing and Customer Lifecycle CRM campaign planning and execution.
The Manager, CRM Campaign Management requires the ability to understand how to drive engagement and conversion with Samsung’s B2C customer base by leveraging analytics, insights, data and segmentation across all CRM channels. They are also responsible for CRM plan activation across Customer Lifecycle and Automation streams.
Essential Duties and Responsibilities:
Campaign management & Execution excellence (70%)
- Own CRM campaign planning and execution process from brief through execution, and reporting. Work closely with CRM AOR to deliver highly personalized campaigns across Consumer Electronics and Corporate Marketing CRM campaigns including Email and SMS channels.
- Own ADLCP process by working with Samsung Legal to ensure all customer data integrations and consumers facing assets are in compliance with Canadian Privacy Laws including PIPEDA and CASL
- Own campaign A/B testing calendar and improvement plan to optimize Open Rate (OR) , CTR (Click through rate), CTOR (Click through Open rate), CVR (Conversion) for email and SMS channels.
- Manage email automations, including: improving existing trigger campaigns and find opportunities to automate new campaigns.
- Work as subject matter expert in guiding LoBs on CRM best practices and ensuring best practices are implemented to improve campaign performance & engagement
- Collaborate with analytics to define segmentation and track post-campaign reporting to optimize campaign ROI.
- Manage partner relations with Samsung Canada CRM Agency of Record including strategy creation, plan activation, budget, briefs and status meetings
- Collaborate with NAHQ and HQ counterparts to support Global CRM strategy and programs
- Support the growth of the CRM marketing database and related technologies in compliance with current Government regulation and future updates
Customer Lifecycle Journeys (30%)
- CRM Lifecycle, Automation & Triggers Management: Drive the entire customer lifecycle, from acquisition to retention by supporting the development and management of journeys and triggers to maximize customer pre/post purchase satisfaction and drive brand advocacy and customer retention
- Customer Segmentation: Analyze customer data and behavior to identify key customer segments and develop targeted marketing campaigns tailored to their specific needs and preferences.
- Marketing Campaign Planning & automation: Support the design of automated integrated marketing campaigns that align with the CRM strategy, leveraging various channels (Email, SMS, Push Notification etc.) and technologies to maximize campaign effectiveness.
- Campaign Analysis and Optimization: Track and analyze campaign performance metrics, customer engagement, and ROI to optimize future campaigns, leveraging data-driven insights and industry best practices.
- Collaborate with business and marketing stakeholders to sell in customer lifecycle CRM plans where required and deliver against shared program and campaign KPI’s across the multiple Samsung divisions (MX, CE, HE, D2C, B2B).
Requirements:
Education:
- Bachelor’s degree preferably in marketing, project management or higher required
Experience:
(5-7) years’ experience in a similar function
- Experience in Direct or Digital Marketing in a B2B and B2C environment including database management, email, push notification and SMS marketing
- Experience managing loyalty programs and/or lifecycle based communications
- Understating of PIPEDA and CASL
- Experience with marketing automation and analytics tools, including Adobe Campaign, Audience Manager and Adobe Analytics
Knowledge:
- Strong background in customer acquisition, re-engagement and retention strategies
- Excellent oral and written communication skills
- Excellent analytical and problem solving skills
- Excellent presentation skills – ability to distil complex analysis and program recommendations into concise management information
- Strong organization skills
- Proficient in MS Excel, Word and PowerPoint
- Strong attention to detail
The salary range for this role is expected to be between $85,000 to $115,000. Actual pay will be determined based on a number of factors and may vary depending on job-related knowledge, competencies, qualifications, relevant skills and experience.
Samsung is an equal employment opportunity employer.
Samsung has an accommodation process in place and provides accommodations for job applicants with disabilities as appropriate. Assessment and selection materials and procedures can be made available in accessible formats and methods as appropriate. If you require a specific accommodation because of disability or medical need, please let us know when selected to take part in our recruitment process so that reasonable arrangements can be made for the appropriate accommodations to be in place as you move through our process.
We thank you for your interest in working for Samsung. Only candidates selected for an interview will be contacted.
Please note that we reserve the right to remove or modify job postings at any time.