Customer Relationship Management Specialist - Marketing (Loyalty Programmes)

SUMMARY:
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POSITION INFO:

Job Purpose:

Developing an integrated and targeted communications strategy for CRM, to grow loyalty base, drive sales through
tactical CRM initiatives and enhance the customer life-cycle. Provide communications support across various internal departments, be responsible for corporate communications targeted at various customers (i.e Trade, direct customers, groups etc) and enhance the customer journey from a communications perspective. Provide full support to the Marketing Manager on any ad-hoc projects delegated by Marketing Manager. 

Job Responsibilities:

• Design, execute and monitor direct marketing promotions, campaigns and interventions.
• Monitor data quality, segmenting, marketing activities and assessment.
• Communicate with corporate CRM regarding activities, planning, updating and co-ordinating.
• Maintain Loyalty Club by executing acquisition strategies to grow base, remarketing strategies to activate base
and implement an Always On maintenance strategy.
• Attend to club requests, complaints and queries and monitor resolution within agreed timelines.
• Plan and implement CRM campaigns and communication initiatives.
• Track performance of CRM campaigns and draw up performance reports.
• Draft all relevant corporate and guest communication.
• Implement communications process to keep track of all communication.
• Flexibility to work in line with operational requirements.
• Always Present a professional and favourable image.

Job Requirements:

• Marketing Qualification, 6-8 years plus Marketing experience (CRM as a specialisation).

Skills & Competencies

 Languages
• Fluent in English

Essential
• Sound knowledge of Loyalty Programmes
• Principles of Direct Marketing
• Database management and mining
• MSC Cruises policies and procedures

Technical Skills
• SAS or any CRM Campaign Dissemination Tool
• Contact Lab
• Touchbase Pro
• Strong Excel Skills & Data Mining & Analysis in order to execute accurate reporting on database.
• Marketo
• Excel

Skills & Competencies
• Computer literacy including MS Word, PowerPoint and Excel, Outlook.
• Ability to communicate and liaise with internal and external customers.
• Good interpersonal skills
• Ability to work under pressure
• Excellent writing skills
• Customer-focused
• Attention to detail
• High work standards
• Time management
• Punctual
• Ability to work independently and as a member of a team and to make decisions in accordance with established policies, standards and objectives.
• Strong organisational skills, including the ability to handle multiple assignments and tasks while meeting deadlines.
• Ability to communicate and liaise with internal and external customers.
• Good interpersonal skills
• Flexibility to work in line with operational requirements.
• Always present a professional and favourable image.
• Minimal Design skills