Customer Experience Manager/ CRM

Focus Area:

• Customer journey management: Identifying critical touchpoints and 'moments that matter' along the customer lifecycle by using the customer journey mapping method
• Deriving of omnichannel marketing strategies: Right message (content) to the right segment (persona) at the right time through the right channel
• Definition of contact strategy: development of personalized and triggered marketing campaigns, based on website data and behavioral data pools

Business Consulting:

• Preparing, leading, and documenting customer workshops
• Conceptional development of KPI dashboards and reporting concepts
• Dashboard analysis combined with multi-perspective recommendations (customer relationship and revenue focus)
• Understanding of relationship and data structure between Marketing Automation and CRM Tools
• Conducting requirements engineering and project scoping

Project Management:

• Senior project leader and main point of contact for the largest FMCG company worldwide
• Responsible for the global customer journey strategy and managing campaign rollouts in 49 countries
• Leading a team of five employees
• Budget and risk management
• Team lead of up to 5 employees

Focus Area:

• Integrated lead management: supporting B2B clients in optimizing their lead nurturing, lead scoring, lead funnel processes and in developing persona concepts
• Marketing automation expertise: acquisition of expert knowledge for platform requirements and functionalities

Business Consulting:

• Preparing and conducting customer workshops
• Shaping client's lead management processes together with marketing and sales department
• Expressing suggestions and presenting best practices

Project Management:

• Coordination of mid-sized projects
• Supporting 20 countries with their campaign implementation