Responsible CRM
Il y a 6 mois
Seniority Level: Mid-Senior Level
Ownership
Responsible CRM / Retention Lead (Lille - Paris)
Mission:
Maximiser l’engagement et la rétention de nos clients via différents canaux de communication. Cela passe par une bonne compréhension des différents parcours client et l’élaboration d’une stratégie de fidélisation clients performante. Vous aurez une opportunité de travailler dans nos locaux à Paris mais nous vous demanderons de vous rendre à Fretin à la base mensuelle.
Ambition. Curiosité. Résilience.
Ces 3 mots vous décrivent et vous animent ? Rejoignez-nous
Ton rôle:
Management
- Manager une équipe de chefs de projet et chargés de campagnes CRM, favorisant le développement des compétences et l'autonomie.
- Collaborer et partager les résultats des actions et best practices auprès des pairs des autres BU et auprès des stakeholders.
Pilotage de la base de données clients
- Veiller à l’évolution de la structure de la base de données clients et mesurer l’impact des différents dispositifs commerciaux sur son activité.
- Établir le profil des populations cibles grâce à une segmentation de la base de données clients / prospects avec l’aide de l’équipe data (segmentations, scores...).
- Écrire le forecast du nombre de clients actifs 12M et suivre l’atteinte des objectifs (rétention, anti-churn et réactivation).
Stratégie & planification:
- Identifier les KPI’s et les stratégies par canaux (dont l’app), par marques et par moments de consommation,, et évaluer leur performance.
- Comprendre les besoins des prospects et clients et les transformer en plan d’action opérationnel au niveau « CRM smart data » et « CRM marketing ».
- Développer une stratégie de test&learn afin d’optimiser les performances.
- Manager la pression marketing et garantir le maintien de la base d’optin.
Pilotage des projets CRM/ Fidélisation
Programme de fidélité, programme de parrainage, personnalisation, plateforme e-commerce, abonnement.
- Animer le cycle de vie client autour des nouveaux programmes de fidélisation.
- Prioriser la roadmap des projets en fonction des enjeux business et stratégiques.
- Veiller à la rentabilité des programmes, des campagnes et des investissements engagés vs les objectifs fixés.
- Établir une matrice de passage en lien avec l’équipe data pour évaluer l'efficacité du programme et apporter des actions correctives.
- Contrôler les utilisations des programmes pour éviter la fraude.
Ton profil:
- Tu justifies de 5 ans d’expérience en CRM/Expérience client, dans l’idéal dans un environnement e-commerce.
- Tu connais des outils CRM et a une expérience en CRM Automation (Bloomreach est un plus).
- Doté(e) d’une sensibilité commerciale et client forte, tu maîtrises les différents canaux d’activation et de génération du revenu client.
- Tu seras ouvert à relocaliser au siège à Paris ou Louvain après 2-3 ans de mission.
- Très organisé(e) et avec le sens du détail, tu fais preuve de leadership pour mener à bien tes projets et respecter les délais.
- Proactif(ve) et autonome, tu comprends les enjeux business et tu es force de proposition.
- Tu es rigoureux(se), doté(e) d’une logique ROIste et es tourné(e) vers les résultats.
- Tu es à l’aise avec les chiffres et tes qualités relationnelles et analytiques sont reconnues pour convaincre tes interlocuteurs.
- Tu es sensible à l'accompagnement et la montée en compétence de tes équipes.
- Tu maîtrises l’anglais à l’écrit et à l’oral.
Tes bénéfices:
- Une prime fixe conventionnelle de minimum 2/3 d’un mois de salaire. Salaire de base annuel sur 12,66 mois.
- Un bonus de performance selon les règles en vigueur.
- Une mutuelle d’entreprise
- Des titres restaurant d’une valeur faciale de 8 €, 4€ à charge du salarié
- Un code de réduction personnel sur le site marchand
- Un CSE
- Des opportunités professionnelles à travers le groupe ABI
- Le plaisir de célébrer régulièrement des évènements
Cette incroyable opportunité ressemble au job de vos rêves? Postulez dès maintenant
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