Customer Engagement Specialist enhancing the customer journey at Perry Homes. Managing digital leads and ensuring high - quality customer experiences across platforms.
About the role
- CRM Project Manager overseeing communication strategies through CRM tools at Murfy. Engaging with customer journeys to facilitate operations and acquisition.
Responsibilities
- You are responsible for communications via the CRM tool.
- Make CRM communications (email, SMS and other relevant digital channels) a lever for customer relations in support of operations, acquisition, cross-sell and up-sell.
- Ensure the communication journey with the customer is smooth and seamless.
- Optimize and improve transactional communications by aligning them with a customer account undergoing redesign.
- Implement customer journeys across all Murfy activities.
- Set up campaigns for the acquisition team (cross-sell, database extracts for networks, etc.).
- Track and report on campaigns.
- Keep the mapping of customer journeys and their changes up to date (collective knowledge base).
- Analyze performance to make recommendations and improve campaigns.
Requirements
- Proficiency with one or more B2C CRM tools (e.g., Batch, Brevo, Customer.io)
- At least 3 years' experience creating and modifying campaigns, managing data and customer segments, webhooks, triggers, and automations
- Attention to detail and awareness of the impact of each action on customers and the business
- Ability to run A/B tests and derive actionable learnings
- Monitor database evolution (deduplication, archiving, data deletion, etc.)
- Personalization of journeys: design and improve marketing automation scenarios based on customer journeys (welcome cycle, re-engagement cycle, triggers)
- Strong analytical skills to analyze complex quantitative and qualitative data resulting from campaign changes (on our primary tool: Customer.io) and draw clear operational conclusions
- Update campaign mapping and changes in the tool to enable controlled impact tracking
- Set up and monitor tests to improve the quantitative and qualitative performance of customer communications
- Segment and analyze customer behavior
Benefits
- Swile meal voucher card: €10/day, with €6 covered by Murfy
- AXA health insurance: employee share covered 100% by Murfy
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