Structure and Purpose of Role

The Senior Manager of CDP & CRM Operations leads the CRM operations within the Digital Performance Media CRM (DPMC) Hub for Europe and is responsible for leading the operations of pan-EU CRM campaigns, lead management processes, including the pan-EU outbound lead management call centre. The ambition is to continuously improve the performance of data-led customer interactions (mailings, call centre, chat and website). In addition to possessing strong analytical skills, the person in this role must be able to define actions (e.g. campaign optimisations and lead management processes) and drive efficiencies through automation. The team consists of several CRM managers/specialists across EU markets, as well as affiliated agencies (CRM operations, call centres, and systems service providers).

Main Responsibilities and Job Content

• Lead Pan-EU CRM campaigns: develop, implement and optimize

• Lead Pan-EU Lead Management via Call-Center (integration) and retailer network

• Automate campaigns to maximize efficiency

• Drive Pan-EU setup of a Customer Data Platform to integrate CRM and Website Behavioral Data

• Handle data tracking including a consistent and compliant GDPR management in line with company policies.

• Support data integration processes with affiliated systems partners and agencies to develop SV-CRM and Sales Force Marketing Cloud

• Drive campaign standardization and automation in Sales Force Marketing Cloud

• Secure best practices for campaign performance are established in alle EU markets

• Support EU-wide demand generation and ensure that CRM is a significant source of leads

• Integrate all direct-to-customer contact channels into CRM activities to improve processes and lead generation (e.g. call-centre, chat, mailing)

Professional Requirements & Interdisciplinary Requirements

• Strong Experience in Sales & Marketing in the automotive or other industry in areas of relevance for role

• Strong Data & CRM background, affinity with Sales Force Marketing Cloud applications is highly beneficial.

• Excellent data analytics skills, experienced in data re-porting and analytics tools such as Tableau, Power BI etc.

• Strong skills in CRM process management and campaign delivery

• Experience in Project Management & Sales Force Marketing applications

• Ability to work with people at varying levels within the organisation

• Ability to effectively complete tasks, whilst maintaining positive working relationships with stakeholders

• Background with Call Center Management

• First experience and skills in AI applications

• Passion for new technologies (esp. Marketing automation)

• Fluent English in speaking & writing

• Willingness to travel