Jobs

As the CRM and Omnichannel specialist, you will be part of the customer experience team to ensure a continuous feedback loop between customers, different departments of the organization and technologies. You will play the role as a liaison with key stakeholders and apply functional and technical skills at various stages of the software development lifecycle. This is an opportunity to be part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.

Assigned responsibilities

• Drive andadvocate for strategies that align to the goals and vision of the company;
• Stay up to date with the latest digital marketing trends, tools, and best practices;

Customer segmentation

• Identify and manage customer targeting and segmentation strategies to maintain, optimize and increase performance;

CRM

• Actively oversee and manage CRM and customer loyalty projects;
• Work closely with other divisions to develop, define and optimize segmentation and A/B testing best practices;
• Monitor and optimize CRM performance, ensuring that key performance indicators (KPIs) are met and adjusting strategies as needed;
• Monitor and analyze digital marketing and CRM performance metrics, generating reports and insights for the CX team, marketing team and senior management;
• Oversee existing data quality processes to ensure high quality CRM data nationwide;
• Ensure connectivity of all departments and IT tools(CRM, GA, Listrack, SAP, powerBI);
• Process data gathering and cleansing from all customer touchpoints, transform into actionable data and mapping of current business process;

Business Analysis Support on small-scale features and enhancements

• Perform analysis (fields, data, integrations etc.) and prepare data mapping documentation as required;
• Test and validate that the developed solution meets business requirements and that related reports are accurate.

Success factors

• Experience: You have 2-3 years experience in a similar role: CRM, marketing analytics and customer experience
• Technical skills: Knowledge of SAP C4C platform and GA4 platform;
• Bachelor's degree in business, marketing or related analytical field or equivalent relevant work experience;
• Experience in companies offering B2B products and services;
• Customer-Oriented: Your analytical mind helps you in understanding the needs of the customers. With excellent interpersonal skills and outstanding communication skills, you easily createand maintainstrong relationshipswith customers;
• Organization: You have strong organizational and planning skills. Despite a fast pace and a heavy workload, you are able to manage stress and establish priorities in order to act quickly and meet tight deadlines;
• Collaboration: You are at ease working in a collaborative team environment with internal and external clients. You will work with the following departments: IT, Merchandising, Sales, Operations and Supply Chain, Marketing and Finance;
• Proactivity and Autonomy: You do not hesitate to make recommendations to improve existing processes and you are able to show initiative and critical thinking to find solutions to any problem;
• Communication skills: Bilingualism required. You can easily communication in English and in French, both verbal and written.