At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

The CRM manager is responsible for driving growth for existing Globe Business Key Accounts via cross-sell, upsell and renewal programs which includes base analytics, campaign planning, execution and monitoring.

Duties And Responsibilities

CRM Planning and Analysis

• Acquire a deep understanding of customer behavior to gain insight in aid of segmentation, targeting, communications, and content strategy development
• Apply a data-driven approach to identify key customer segments, size of the business opportunity, and impact of CRM programs for the key accounts segment
• Design and develop cross-sell, upsell and renewal programs specific to key accounts - customer journeys, touchpoints, messaging, and offers - across online and offline executions -and continuously enhance them to develop highly personalized experiences
• Maintain a laser focus on increasing lifetime value, purchase frequency, multi-product adoption and customer satisfaction
  
  
  

Program Execution

• Drive the successful roll-out of CRM and renewal campaigns across all customer touchpoints (eg. digital and direct sales)
• Monitor and manage CRM and renewal campaigns
• Increase customer engagement and conversion through test-and-learn strategies to retain and grow customers throughout their lifecycle
• Ensure adoption of marketing automation tools (e.g. Pardot, SFA & Renewal Portal) across relevant roles to maximize CRM and renewal programs, e.g. CS/US, upgrade
• Build good rapport and partnership with sales to gain onground insights and improved campaign execution
  
  
  

Program Effectiveness Monitoring

• Define, track and report analytics and KPIs at the program, segment, and campaign levels
• Monitor customer migration across segments to understand customer behavior and identify new opportunities &/or risks
• Ensure customer systems, databases and reports are aligned to support program objectives through close collaboration with internal and external partners
  
  
  

The CRM Manager collaborates with CRM - Strategy, Operations, Retention, Loyalty, other Marketing Teams, Business Intelligence, L2A, CXM, Product (Basic & Complex Core & ICT) and Sales to grow the managed base via delivering the right message to the right customer via the right channel & experience. Given the product complexity and nature of accounts, the CRM Manager is expected to employ Account-Based Marketing strategies working closely with sales and customer success team.

The CRM Manager achieves targets that heavily drive business revenue. These targets may include:

• Financial targets: GSR
• Non-Financial targets: Coverage, Conversion, Multi-product Ownership, ICT Penetration, Recon Rate
  
  
  

Requirements

• At least 2 years experience in Marketing, preferably B2B CRM
• Experience with B2B Marketing Automation tools (eg. Pardot, SFA, etc)
• Strong Marketing background - B2B Marketing experience is an advantage
• Globe Marketing Program (GMP) including Business Analytics
• Globe Organizational Understanding
• Globe Product & Service Knowledge
• Globe Business Process Understanding
• Market, Business and Industry Understanding
• Customer Lifecycle Understanding
• Revenue and Revenue driver understanding
• Cross-functional Team Management
• Data-Driven and Analytical Thinking
• Customer journey design
• Graduate of any 4-year Business-related or Marketing-related Course
  
  
  

Equal Opportunity Employer

Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.