CRM Manager
12 hours ago
The CRM Manager is responsible for the development, implementation and day to day running of our overall CRM strategy. This includes the management of an integrated communication plan and our online client engagement platform. This key role in the business is responsible for growing and driving our business community with a focus on building and nurturing client relationships.
The CRM Manager will report into the Chief Marketing & Product Officer, and will play a critical role in driving CRM in the business as part of our overall growth plan.
**Responsibilities**:
- Manage the development and implementation of the overall CRM strategy including overall client/community communication plan and the Inocircle engagement platform.
- Continuously look for new opportunities to strategically enhance the Inospace community and client relationships
- Manage all 3rd party suppliers/expert partners against key deliverables, timelines and budgets.
- Develop the plan to onboard all Inospace clients and implement this tiered approach across multiple client segments.
- Develop and manage a full client communication plan ensuring all elements are implemented by stakeholders. This includes activities at the parks as well as online.
- Management of our online client platform to ensure sign-up, engagement levels and offerings remain relevant and effective.
- Briefing of all creative elements required, reviewing work and managing the production through to implementation.
- Development and implementation of events and activations at the parks.
- Management of the referral programme and implementation across the business, looking for key opportunities to further enhance and drive this programme.
- Conduct ongoing research investigating opportunities in CRM that can add value and enhance our community and client relationships.
**REQUIREMENTS**:
- A strong understanding of digital channels with a great knowledge of CRM/loyalty programmes
- Experience in working with developers and a good understanding of UX in relation to CRM programmes.
- Experience in briefing, reviewing and approving marketing material.
- Experience in implementing activations and/or small events as part of a greater strategy.
- The ability to engage with commercial partners, manage relationships and implement offers as part of the strategy
- Research and identify opportunities that will increase the benefits offered to clients.
- Report on analytics and metrics to track client satisfaction and drawing insights to further enhance our communication plan.
- Knowledge of data capture and analytics as linked to CRM to drive insights in the business
- Thorough knowledge of CRM programmes in order to manage the overall platform and propose ongoing improvements.
- Maintain and nurture relationships with all external agencies and suppliers.
- Support overall marketing objectives to create a consistent brand experience across all channels.
- Stay updated on CRM and customer loyalty best practices
- Conduct ongoing trends research within the industry and present findings and opportunities quarterly.
- Manage allocated budgets and report monthly.
- An excitement for technology and how this can enable innovation
Ability to commute/relocate:
- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)
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