Customer Value Marketing (CVM) Associate – Retail

Overview:

Reporting into the CVM & Lead Gen Director, you will be part of the global Customer Value Marketing team focused on helping our retail customers seize all the opportunities the global markets have to offer through the delivery of multi channel campaigns with a strong focus on email. As a key member of the ‘Global’ team, you will be pivotal in driving innovation through the business and ensuring that the CVM team continually establish themselves as Experts in our field for the Company’s stakeholders and regional markets.

Responsibilities:

To create compelling data driven personalized content that highlights and promotes the company’s goals and values and drives customer engagement and revenue. Using SalesForce Marketing & Service Cloud platforms, and omni-channels (primarily email, SMS, WhatsApp & Push), you will craft compelling narratives and build engaging visual content and customer journeys. In addition, you will act as a key point of contact for our partner vendors (existing and new) to ensure that Company maximizes our technology investment and regional opportunities.

• Collaboration with internal stakeholders to develop content messages, email widgets and modules, themes and topics, which communicate regional market and the Company’s business objectives.
• Management of the end-to-end campaign creation process including as needed writing briefs, editing templates, coding Cloud forms, and advanced email asset development which will be used and communicated across SF platforms.
• Management of email content and customer journeys that engages customers and regional stakeholders including delivery of new innovations and best in class use of our tools and platforms.
• Monitoring the performance of content and campaigns across various channels using analytics tools and continual Test & Learn optimization.
• Be the point of contact for stakeholders and regional markets when the CVM Lead for a region is not available, dealing with situations as they arise, independently, while applying best judgment.
• Consult on complex issues as required for your specialism (Movable Ink, HTML, AMP script etc) providing advice to support the resolution of any issues.
• Identify ways to mitigate risk and develop operational procedures in support of the control and governance agenda and regulatory needs for our industry sector.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Collaborate with other areas of the business, for business aligned support and to keep up to speed with regional business activity and strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources, to solve problems creatively and effectively.
• Communicate complex information. ‘Complex’ information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve CVM outcomes

Qualifications:

• Two+ years experience in a similar role
• Strong Salesforce Marketing and Service Cloud knowledge and experience including Automation Builder and Einstein
• Proven track record of delivering email campaigns and journeys within large, cross functional teams that improve client retention and LTV
• Strong organizational skills with the ability to manage multiple projects and deadlines, while effectively prioritizing email requests that align with internal goals
• Excellent communication skills, comfortable working across teams and with diverse stakeholders
• Familiarity with CRM marketing tools and platforms including Movable Ink and Power BI is a plus
• Experience working cross-functionally with campaigns, operations, content & creative teams
• Strong understanding of email best practices and compliance standards.
• Proactive and goal orientated
• Commitment to continuous improvement and best practice
• Educated to degree level or equivalent