Group Senior Specialist - Marketing Automation
KEY ACCOUNTABILITIES |
Customer Insight and Business Value: Utilize data-driven insights to understand customer behaviours and preferences, aligning automated marketing strategies with business objectives to drive value across the supply chain. Customer Journey Mapping: Develop comprehensive maps of the customer journey to identify key touchpoints for engagement and understand the paths customers take from awareness to conversion and beyond. This involves analysing customer interactions and feedback to create a seamless experience across all channels. Personalization Strategy: Craft and implement strategies that leverage customer data to personalize communications and interactions at each stage of the customer journey, enhancing relevance and engagement to meet individual customer needs and preferences. Automation of Touchpoints: Utilize Microsoft Dynamics CRM and MoEngage to automate communications and create trigger-based messaging that responds to customer behaviors, ensuring timely and contextually relevant interactions. Cross-Channel Coordination: Coordinate with the digital marketing and social media teams to oversee the integration of various communication channels—including email, SMS, WhatsApp, and social media—to ensure a coherent and unified customer experience. Testing and Optimization: Conduct A/B testing and use analytics to refine customer journeys continually, optimizing automated workflows for improved customer satisfaction and increased conversion rates. Feedback Loop Integration: Implement mechanisms for capturing customer feedback at various stages of the customer journey, using this input to refine touchpoints and communication strategies. Collaborative Campaign Development: Work closely with copywriting, branding, and communications teams to develop campaigns aligned with the customer journey and business objectives, ensuring a consistent message is delivered across all platforms. Lifecycle Marketing: Manage and evolve lifecycle marketing programs that address different stages of the customer journey, aiming to nurture leads, encourage repeat business, and build brand loyalty. Automation Leadership: Spearheaded the development and implementation of automated marketing campaigns, serving as the lead within a specialized team and working in concert with branding, communications, CRM, and analytics teams. Stakeholder Engagement: Collaborate with various stakeholders to integrate and align marketing automation efforts with broader business strategies, ensuring a unified approach to customer communications. Performance Metrics: Drive key performance indicators, including conversion rates, customer engagement and satisfaction, cross-selling, upselling, and churn reduction, to measure the success of automated marketing initiatives. Innovation and Adaptation: Anticipate and respond to the evolving market by incorporating emerging technologies and innovative solutions to enhance the efficiency and effectiveness of marketing communications. |
QUALIFICATIONS, EXPERIENCE AND SKILLS |
Qualifications & Experience:
Preferred Skills:
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