LATAM eCommerce CRM Data-driven Manager

3 semanas atrás

São Paulo SP, Brasil Samsung Electronics Tempo inteiro

The LATAM eCommerce Team is responsible for the sales growth of eCommerce DtC Channels (Samsung.com, Marketplaces, B2B2C, B2B and OmniChannel) working in partnership with the 7 subsidiaries in Latin America.

As we expand our operations in the region we are looking for an eCommerce CRM Data-driven Manager

Main Responsibilities:

The LATAM eCommerce CRM Data-driven Manager must have a holistic view of marketing strategy with expertise in data science and application to database segmentation, propensity modelling and campaign implementation focused on sales conversion and consumer engagement/loyalty.

By applying his analytical skills, the CRM Data-driven Manager will design and implement marketing projects across all the different businesses of Samsung electronics portfolio.

The CRM Data-driven Manager must also develop himself/ herself as a trusted advisor for the subsidiaries and to HQ, and must be able to articulate propositions to different levels of stakeholders.

The CRM Data-driven Manager also has the responsibility to manage a team of 3rd party employees in our data marketing agency to guarantee the implementation of strategic projects according to the roadmap and priorities set.

As part of the role, the CRM Data-driven Manager also needs to talk to other CRM teams in other regions globally for best practices sharing.

Main Activities:

  • Implement new projects focused on Sales Conversion and Customer Engagement/Loyalty. One example is the development of automated e-mail campaigns considering customer journey and purchase propensity for our Online DtC Channel such as Online Navigation Behavior triggers, Cross-Sell, Churn Prevention and Customer Reactivation.
  • Work in partnership with our data marketing agency on the development of propensity models to predict the best next offer throughout the customer product lifecycle.
  • Analyze customer data and identify the best channel to impact the customer, considering E-mail, Mobile App, Push Notification or others and support the expansion of the communication into these channels.
  • Coordinate the implementation of Samsung Rewards Loyalty Program in Latin America and other relationship programs.
  • Provide insights, trends and recommendations from data gathered through our 1PD database.
  • Build up growth strategies to enhance ROI (Return on Investment) for data-driven Marketing.
  • Measure performance and guide subsidiaries for all campaigns execution supporting the area to monitor deliverability KPIs from CRM campaigns, including engagement, sales and IP reputation metrics.
  • Map data sources and contribute to tools integration, adopting best practices to extract customer insights
  • Support Latam Big Data expansion adding new layers of information.
  • Work with global teams on key technology definitions and regional data warehouse planning.
  • Track global key Big Data market trends to educate subsidiaries and propose new projects.
  • Identify, package, and cascade best practice cases to raise capability of CRM in the Latam region.
  • Help relevant local projects get necessary financial support from HQ.

  • Development of executive presentations with CRM performance.
  • Implement and support global product launches.
  • Generate 1PD audiences to be deployed in Media Activation as pure audiences, Lookalike, etc.
  • Propose surveys according to business needs to enrich database and increase customer knowledge.
  • Be able to communicate clearly and objectively to different levels of stakeholders that not necessarily possess the same technical knowledge.

Mandatory Requirements

10+ years of CRM experience with a leading B2C regional brand leading market data management, Global Digital Media Company or Marketing agency

5+ years Data Management dedicated activities

Fluent English (mandatory); Spanish (differential)

Desired Requirements

Experience in database management, programming, statistical modeling and/or machine learning (SQL, Python, JMP, etc)

Experience in implementing automatic reports and dashboards (Tableau, Power BI, etc)

Previous Experience with Adobe Campaign

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