Location: Johannesburg
Education level: Degree
Job level: Senior
Type: Permanent
Reference: #Head of CRM
Company: Trace
Trace, until recently a traditional media group dedicated to afro-urban music, is transforming into a global digital platform dedicated to Afro-Urban culture and youth success. Trace has defined a new mission: “to entertain and empower our people to stand up and shine”.
As the Head of CRM, you will oversee all CRM functions, building the business’s overall consumer management capability in order to provide a high level of service and excellent consumer experience and capture data across all key touch-points of the business.
MAIN PURPOSE OF THE ROLE
The Head of CRM is a key pillar in the business’s income generation strategy and he/she serves to maximize consumer retention and the acquisition of new consumers, therefore, enabling the business to achieve its consumer base targets and ultimately its financial goals.
The Head of CRM is responsible for monitoring and conducting research on trends in the CRM field within the commercial sector and identifies emerging opportunities that the business could capitalize on and gain a competitive advantage in terms of consumer acquisition and retention in the market
RESPONSIBILITIES
Monitor relationships with existing customers through CRM systems and ensure the CRM system provides an effective sales funnel.
Develop and implement marketing techniques that will drive new customers and set specific marketing strategies to retain customers.
Plan and manage multi-channel marketing campaigns.
Suggest new methods to address customers’ needs.
Track marketing metrics and trends, like conversion rates and web analytics.
Assist with organizing promotional events to reach prospective customers.
Train internal teams and key stakeholders to drive adoption of the Sales Force software that Trace has chosen as its Customer Relationship Management tool (B2B Sales & Marketing Cloud).
Conduct market research to follow trends and competition.
Leading the entire CRM department in data collection on consumer insights concerning CRM programs and the business as a whole.
Developing, managing, and reviewing the annual CRM budgets and makes forecasts to present to the CMO for approval.
Playing a major role in devising and implementing business planning against key performance indicators and financial projections.
Keeping customers updated on the latest products in order to increase sales through existing communications channels
Create effective customer journey maps (cross-channels: email, SMS, Push notification, Social Media etc.)
REQUIREMENTS
Matric Certificate – unendorsed
3-Year Degree in Marketing, Business Administration, Information Technology, Public Relations, Economics, Finance or related field.
Minimum of 7 years of experience in a CRM position
Unendorsed Driver’s License – Code EB (8)
Must have own reliable transport.
Intermediate proficiency Google Suites package is highly advantageous.
Excellent written and verbal communication skills.
Self-starter with the ability to initiate and drive programs/projects to completion with minimal guidance.
Highly motivated, intellectually curious, passionate about digital and mobile.
Capacity to manage high stress situations.
Ability to multi-task and manage various project elements simultaneously.
Attention to detail.
Conflict resolution skill.
Should this vacancy interest you, kindly apply by sending a comprehensive CV to the HR Generalist with “Head of CRM” in the subject line to vt.ecart@esdneran by no later than Monday, 2 August 2021. If you do not receive a response within 2 weeks of the closing date, your application was unsuccessful.
By submitting your application for a position at TRACE, you are consenting that the personal information submitted as part of your application may be used for the purposes of the Recruitment and Selection process.
HOW TO APPLY
Apply by email
Nicole Arendse
narendse@trace.tv
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