CRM Operations Manager

il y a 2 semaines

Paris, Île-de-France Doctolib Temps plein

About the Role

We are seeking a skilled CRM Operations Manager to join our team at Doctolib. As a key member of our marketing team, you will be responsible for managing our CRM systems and tools to drive strategic marketing decisions.

Key Responsibilities

  • Patient Insights

Develop and implement advanced data analysis strategies to extract actionable insights from customer data.

Utilize CRM tools to create sophisticated segmentation strategies and deliver highly personalized marketing messages.

Distribute insights and data-driven recommendations to local teams to ensure alignment and optimization of local strategies with central initiatives.

  • Patient Journeys

Design, implement, and optimize customer journey maps using CRM systems, focusing on automation and scalability across different regions.

Implement personalization strategies through CRM tooling that automates adaptations based on customer interactions and preferences.

Monitor and report on the effectiveness of journey strategies, using CRM tools to adjust tactics in real-time based on performance analytics.

  • Transactional Communication

Oversee the strategy and execution of all transactional communications from a central perspective, utilizing CRM systems to ensure consistency and compliance across all regions.

Enhance the timing, language, and segmentation of transactional communications using CRM tools to increase efficiency and effectiveness.

Regularly refine communication strategies based on detailed analytics and feedback from local teams.

  • Opt-in Collection and Profiling

Develop and implement strategies to increase opt-in rates using CRM tools that allow for innovative and compliant methods of engagement.

Utilize CRM software to conduct detailed profiling, ensuring accurate data collection for enhanced targeting and segmentation.

Maintain a comprehensive understanding of GDPR and other data protection regulations, ensuring all CRM practices meet legal standards.

  • Cross-Channel Optimization

Oversee the integration and optimization of CRM tools to ensure seamless coordination across marketing channels, emphasizing app enhancements to improve overall user engagement.

Develop and standardize best practices for cross-channel campaigns, particularly those aimed at boosting app engagement. Equip local teams with these guidelines to ensure consistency and effectiveness across all platforms.

Provide CRM tools and analytics methodologies to local teams, enabling precise measurement and continuous optimization of app-centric marketing efforts.

About You

  • Technical CRM Expert

You bring a strong technical proficiency in CRM systems, capable of managing complex tooling and facilitating its use by local teams.

Strategic Thinker with Analytical Skills

Your ability to analyze data and create actionable strategies is matched by your expertise in using CRM technology to implement these strategies effectively.

Leader in Cross-Functional Collaboration

With exceptional communication skills, you can bridge central strategies with local execution, ensuring seamless operation and alignment across the company.

Qualifications

  • Bachelor's or Master's degree in Marketing, Business, Technology, or related field.
  • At least 7 years of experience in CRM management, with specific experience in managing CRM platforms and tooling.
  • Deep expertise in at least one major CRM platform (e.g., Salesforce, Braze, Microsoft Dynamics).
  • Strong understanding of marketing automation, data analysis tools, and related technologies.
  • Proven ability to manage multi-regional or global projects in a cross-functional environment.

We are an equal opportunity employer and welcome applications from diverse candidates. If you have a disability, please let us know if there's any way we can make the interview process smoother for you.

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