Skill required: Marketing Operations - Customer Insight & Marketing Analytics
Designation: Digital Mktg Advisory Specialist
Qualifications:Any Graduation
Years of Experience:7 to 11 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? The CRM Lead is responsible for shaping and executing the company’s CRM strategy to drive customer engagement, retention, and business growth. This role ensures the effective use of customer data, manages multi-channel campaigns, and ensures compliance with privacy and spam regulations. The CRM Lead will oversee CRM operations, collaborate with cross-functional teams, and lead the execution of CRM initiatives that maximize customer value and align with broader business objectives. 8. Additional Responsibilities: o Manage BPRewards Unlocked (B2B2C) CRM activity, including briefing and testing business rules. o Oversee NZ loyalty programs, including EDR offer loading, approvals, and data reporting coordination. o Support new partner onboarding and CRM activation processes.
What are we looking for? Skills and Competencies: Technical Skills: • CRM Systems Expertise: Advanced proficiency in CRM platforms (Salesforce, Adobe Campaign, Dot Digital, Comarch). • Marketing Automation & Personalization: Experience with campaign automation, segmentation, and customer journey mapping. • Data Management & Analytics: Strong ability to analyze customer data, derive insights, and optimize targeting strategies. • Compliance & Governance: Knowledge of data protection laws, spam regulations, and industry best practices. Core Competencies: • Strategic Thinking: Ability to develop and implement data-driven CRM strategies. • Project Management: Strong organizational skills to manage multiple campaigns and deadlines. • Collaboration & Communication: Experience working cross-functionally with internal teams and external partners. • Problem-Solving: Proactive approach to troubleshooting campaign or system issues. • Attention to Detail: Ensuring high accuracy in campaign execution, testing, and reporting. Experience & Education: Experience: • 5-8 years of experience in CRM management, marketing automation, or customer engagement roles. • Proven experience leading CRM campaigns, developing customer segmentation strategies, and optimizing engagement initiatives. • Experience working with cross-functional teams in a large enterprise or consumer-focused business. • Previous experience in retail, energy, financial services, or e-commerce sectors is advantageous. Education: • Bachelor’s degree in Business, Marketing, Data Analytics, or a related field (Master’s degree is a plus). • Certifications in CRM systems (e.g., Salesforce Certified Administrator/Consultant) or data analytics are highly desirable.
Roles and Responsibilities: •Key Responsibilities: 1. Strategic CRM Leadership: o Develop and execute CRM strategies aligned with business goals to enhance customer lifecycle management. o Oversee CRM roadmaps, campaign calendars, and customer engagement initiatives. o Ensure compliance with local privacy laws, spam regulations, and internal contact rules. 2. CRM Campaign Strategy & Execution: o Manage requests from marketing and business teams, ensuring campaign execution aligns with strategic goals. o Develop and allocate offers, ensuring appropriate segmentation and customer targeting. o Lead the creation and execution of multi-channel campaigns, including email, SMS, push notifications, and loyalty programs. o Oversee approval processes with legal, compliance, privacy, and external partners before campaign execution. 3. Customer Data Management & Insights: o Manage customer segmentation strategies, ensuring data integrity and compliance. o Develop and implement targeted offers using segmentation tools (e.g., Comarch) and coordinate execution with hub teams. o Conduct audience segmentation reviews and ensure data alignment with CRM systems. 4. Content & Asset Management: o Source and provide creative assets, copy points, and campaign mechanics for execution teams. o Ensure consistency and accuracy in content across customer touchpoints. o Collaborate with creative teams to produce high-quality campaign materials. 5. Cross-Functional Collaboration & Stakeholder Engagement: o Work with internal stakeholders (e.g., marketing, digital, compliance) to ensure seamless campaign execution. o Coordinate external partner approvals before campaign briefing. o Oversee the internal approvals process, ensuring adherence to legal and compliance requirements. 6. Campaign Performance Monitoring & System Management: o Load campaign details into tracking systems (e.g., Synops, Comarch, BPMe) and oversee activation. o Conduct live proof testing of links, content, and interactive campaign elements (e.g., countdown timers, forms). o Validate final production builds in relevant systems (e.g., Comarch for AU, Radium for NZ) before launch. o Track and analyze campaign performance, reporting on key metrics (e.g., engagement, retention, ROI). 7. Issue Management & Crisis Response: o Facilitate issue resolution and triage processes across ANZ campaigns. o Coordinate with IT, privacy, legal, and external partners to address campaign or system issues. o Implement corrective actions, including campaign pauses or customer communications.

Any Graduation

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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