Customer Success Manager responsible for customer onboarding, adoption, retention, and expansion at Noibu in Ottawa. Building relationships and influencing stakeholders to achieve customer success.
About the role
- CRM & Loyalty Manager specializing in Scotch & Irish brands at Suntory Global Spirits. Driving customer loyalty strategies and managing omnichannel CRM campaigns with data-driven insights.
Responsibilities
- Responsible for setting a clear CRM strategy, that is fully aligned and supports each global scotch brand strategies.
- Setting the Global strategy for the Friends of Laphroaig and My Bowmore programmes - owning the segmentation, campaign planning, and individual campaign strategy both at global and market level - increasing conversion, improving retention, and nurturing through to loyalty.
- Developing and leading the omnichannel automation strategy, across the customer life cycle including email, social, SMS and wallets.
- Owning the CRM communications plan across all key channels (organic and paid), working alongside the Marketing and DTC teams, to ensure the best campaigns and automated programmes are in place to drive engagement and incremental revenue.
- Partner with data science and analytical teams to define requirements and turn insights into action.
- Translate analytical findings into CRM campaigns, segmentation and personalisation strategies and journey improvements.
- Use customer data and CRM analytics to drive acquisition, retention and customer lifetime growth.
- Testing & Optimisation Roadmap - Build and plan effective 'test, learn and optimise' strategies across multiple channels to gain more insight, driving improved LTV performance.
- Monitor performance through dashboards and reporting, using data to inform testing and continuous optimisation.
- Communicate insights and recommendations leading the acquisition strategy across touchpoints with market & brand team guidance in driving 1P Data.
- Defining and driving relevant innovation with the latest CRM technology, including SMT & NFTs
Requirements
- 3-5 years of experience in CRM with a consumer products company
- Salesforce Marketing and Loyalty Cloud or similar CRM Platform experience preferred
- Strong commercial awareness and understanding of consumer behaviour
- Digital marketing & performance marketing experience
- Track record of managing people/teams to deliver high quality results
- Demonstrated ability to strategically manage internal or external clients and provide exceptional customer service and results
- Prior experience developing functional strategies, agendas and road maps
- Ability to roll sleeves up & get things done
- Outstanding communication skills with both technical and non-technical colleagues
- Deep experience working with or for marketing/development agencies with a strong understanding of required resources and costs to execute initiatives
Benefits
- International travel opportunities
- Support for relocation
- Diverse and inclusive work environment
Job title
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