CRM Operations Specialist - Jobs in Toronto

Job Description

Description du posteThe Operations Specialist, CRM is responsible for supporting the continuous management and improvement of marketing data and infrastructure to directly support targeted campaigns. This role acts as the bridge between data engineeringamp; data science to marketing teams, helping to understand, structure, and provide customer datapoints from Snowflake to Segment for self-service. This role is also responsible for maintaining rigorous documentation of CRM automated processes and promotion information to support execution in partnership with analysts.KEY PERFORMANCE METRICS

• Demonstrated improvement of customer marketing processes
• Timely and accurate delivery of targeted offer execution
• Improvements in quality and accuracy of customer data available to marketing teams
• High independence in managing own day-to-day work deliverables
• Collaboration with internal partners on key processes
• Contribution to overall Customer Dataamp; Analytics knowledge and methodology

KEY ACCOUNTABILITIESFunctional

• Create and optimize data processes and infrastructure for email/performance marketing and loyalty promotions using Snowflake and Segment.
• Manage the automation of all CRM offers to increase operational efficiency and streamline internal workflows.
• Create and own documentation for any new data processes and ensure that existing documented processes are up to date.
• Support end-to-end testing of targeted offers in partnership with IT, Operations, and Performance Marketing teams.
• Execute targeted offer campaigns, including customer activation and audience syncs, and work with CRM analysts and channel owners to ensure correct audience identification.
• Create and maintain a targeted offers library to organize promotion details needed for execution and measurement.
• Investigate customer service inquiries related to targeted offers
• Partner with analysts, data science, and data engineering to consolidate customer marketing data and enable its availability to marketing teams
• Act as an advocate for the customer by placing them at the forefront of all design and decision-making processes
• Challenge the status quo and consistently identify areas for improvement, diagnose issues and work to resolve them
• Act as the subject matter expert on CRM data environment with respect to customer data consumption by marketing teams

People

• Collaborate with others to drive flexible and iterative solutions quickly and easily.
• Share technical knowledge with others and seek to learn from those more knowledgeable than yourself.
• Help others see the impacts of their efforts and proactively engage other functions to get input.
• Encourage others to freely share their point of view and be open to feedback.

Cultural

• Model Indigo’s beliefs and convey a positive image in everything you do
• Celebrate the diversity of thought and have an open mindset
• Take an active role in fostering a culture of continual learning, taking risks without the fear of making mistakes
• Embrace, champion, and influence change through your team and/or the organization

SCOPE

• Reports to: Senior Manager, Customer Engagement
• Manager once Removed (MOR): Director, Loyalty

KEY RELATIONSHIPSInternal:

• Loyalty
• Email Marketing
• Performance Marketing
• Data Engineering
• Data Science
• IT

External:

• 3rd party data, service and solution providers