CRM Manager II

at US Cellular
Location Chicago, IL
Date Posted November 13, 2021
Category Default
Job Type Full-time

Description

CRM Manager II - MAR001337

Support the strategy, planning, tactical execution, and optimization for CRM by bringing use cases to life for customers and associates in all channels, delivering on our vision of real-time "1 to 1 marketing." This role provides subject matter expertise and operational guidance to drive offer, message, channel strategy and campaign development.

  • Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty.
  • Customer Journey Mapping analyzing touch points with the organization and maximizing commercial opportunities.
  • Oversee direct communications with customers through the CRM.
  • Monitor and maximize customer lifetime value strategies ensuring maximum profitability.
  • Ensure the database is segmented effectively for targeted marketing activities.
  • Develop testing strategies for all aspects of the CRM to ensure the most effective approach for the company
  • Provide guidance and recommendations on issues that impact the business every day - from identifying gaps in our offer catalog, to making changes to campaign targeting criteria, to optimizing message testing, based on real-time data and a deep understanding of customer experiences and frontline associate experiences.
  • Create and deliver regular and ad-hoc updates to a variety of audiences, from cross-functional stakeholders to executives, by building high-impact presentations and delivering them with presence.
  • Deliver insights, interpretations, conclusions and recommendations from analytic reporting, and make suggestions for new/adjusted analysis and reporting as needed.
  • Support the process changes and business shifts necessary to achieve success through CRM platform.
  • Use analytics and machine learning to apply information about the customer to optimize and contextualize messaging, offers, and the customer experience in real time.
  • Play a key role in prioritizing use cases to leverage the decision engine for both outbound and inbound tactics.
  • Help ensure that value propositions, tactics, and messaging are integrated and consistent with overall organizational, marketing and channel strategies.
  • Serve as subject matter expert on critical channel integrations, from digital to direct marketing to frontline CRM systems.
  • Bachelor's degree in Marketing or related discipline or equivalent combination of education and experience
  • 7+ years data-driven marketing experience
  • Successful leadership of cross-functional teams and projects, including enterprise initiatives
  • Fluent in analytic concepts like statistical significance, control groups and machine learning - with real world application experience
  • Strong understanding of digital and direct marketing best practices
  • Excellent oral and written communications skills
  • Demonstrated negotiation, influence and facilitation skills
  • Experience influencing decisions and navigating change in a large corporate environment
  • Advanced proficiency with Microsoft Office Applications (Excel, Word, PowerPoint, etc.)

PREFERRED QUALIFICATIONS

  • Graduate education in strategy, marketing, analytics or related business field
  • 3+ years work experience in wireless, telco or relevant subscription service companies
  • Customer experience design and management through roles in marketing, corporate strategy, digital technology or communications fields.

Job : Marketing

Location(s) : Illinois-CHICAGO_IL

U.S. Cellular is an EEO employer and gives consideration to qualified applicants without regard to race/color/age/religion/sex/sexual orientation/gender identity/national origin/disability/veteran status, pregnancy or genetic information.