Customer Experience Specialist

CRM Expert Job Description

This role involves implementing and steering campaigns for existing customers and prospects across all channels, focusing on outbound calling, email, and website personalization. The main focus will be on email marketing, cross-selling, and customer loyalty.

Responsibilities

• Planning, optimization, and implementation of measures to increase customer loyalty, satisfaction, and up- and cross-selling within the CRM tool.
• Planning, implementation, optimization, and reporting of CRM campaigns.
• Acting as a Single Point of Contact (SPOC) for the local market in coordination with the central team, gathering and translating local requirements via the QBR process.
• Managing and sending certified communications to customers.
• Leading cross-functional communication projects, ensuring alignment between local and global stakeholders.
• Overseeing the management of commercial consents, ensuring compliance with legal and internal standards.
• Planning and executing customer communication campaigns using Salesforce Marketing Cloud.
• Tracking and analyzing campaign performance (open rate, click rate, click-through open rate).
• Coordinating with external agencies to deliver on local communication needs.
• Applying Agile methodology in daily work and project delivery.
• Managing vendors (handling files, monitoring deliveries, processing invoices, etc.).
• Thinking in customer journeys and driving constant optimization to ensure the best experience for our customers.
• Developing and implementing concepts to generate marketing consent from our customers.

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