Retention (CRM) Manager

B2B Retention Manager is a crucial role in B2B Digital sales development on a global level with responsibilities to develop and grow our B2B Retention ratios. This role will be responsible for defining requirements for B2B Retention initiatives and partnering with key internal teams to implement them across the entire ecosystem.

Responsibilities:

• Collaborate cross-functionally with global teams to design and improve communications campaigns aligned with industry and company best practices for all business segments including Free and Trial
• Lead on campaign QA and QA process improvement
• Deliver segmentation development strategy aligning data structure and usage to strategic needs for personalization and tracking
• Deliver userbase analytics and provide requirements for continuous development of the analytics
• Development of a content library to enable content blocks, copy, links and images to be delivered dynamically, providing guidance to all end users on how to use the content library within campaign templates
• Develop and monitor processes & systems for tracking operational efficiency such as SLAs or speed and quality of campaign delivery
• Translate strategy & requirements into the best technical set-up, within Adobe Campaign for email & IPM as well as for Redirector, PCAS, PPCS, CWD tools to meet business objectives
• Create and share knowledgebase on campaign set-up and deliver training as required
• Prepare and/or review email, In-Product Messaging and other sales and marketing campaigns, provide approval and supervision on operational activities and new processes
• Support Specialists and Interns as required so they can adapt to the requirements of the team & roles
• Provide technical support, expertise, leadership and act as a primary escalation and informational point for other teams regarding all Campaign Operations matters

What do we expect:

• 2+ years working experience covering a combination of ecommerce, CRM, Retention
• Experience in multi-channel strategy development (data, customer, content, pricing)
• Experience with subscription business models
• Experience of marketing automation principles and platforms
• Experience of data management including Data Protection and data strategy development
• Experience of email deliverability monitoring and management​​
• HTML, CSS intermediate level minimum requirement
• Customer segmentation (modelling & how to use it)
• Pricing principles
• Content strategy development
• Content briefing, design/production/localization QA
• Customer Journey Management including journey analytics and customer feedback loops
• Experience managing a wide range of stakeholders, including senior management and in a matrix organizational structure
• English language (Advanced), any other relevant language a bonus