$150K — $200K *
# 97762 - Topeka, Kansas, United States
The Global CRM Lead is a key role to step change Hill's transformation around marketing personalization, with the mission to drive growth for our brands through CRM and data acquisition. They will be the champion of two key customers, the veterinarian and the pet owner, owning the long term strategy of CRM in the organization by breaking down organizational silos to build a persistent customer-first mentality across physical and digital channels.
In partnership with the Global Digital Engagement team, this role will develop and oversee the strategy and execution of a comprehensive CRM program for Hill's around the world. The role will work across the Engagement, Brand, eCommerce, B2B and DTC teams to develop an architecture for 1st party data acquisition, as well as other data sources is markets where 1P data is less available, and a data-led approach to engaging along the full journey with both the vet profession and with pet owners. Ultimately they will provide the comprehensive and authoritative view of the customer and create corporate and customer strategy to improve customer acquisition, retention, and profitability.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Drive positive engagement and growth of customers (VHCT + pet owners). Key focus areas include evolving and implementing customer journeys and personalization roadmap, using performance insights to improve campaign strategies. Lead development of strategy to supervise relationships with existing customers through CRM systems. Lead all aspects of development and implementation of digital marketing techniques that will drive new customers. Influence cross-company agreement on how to deliver the greatest value to customers.
Oversee the management of the CRM systems used in marketing. Lead the implementation of new tools. Coordinate technology decisions. Lead Company’s agencies in CRM and digital marketing globally including core digital and CRM implementation agencies. In countries with less 1P data availability, collaborate with local teams to find ways to reach customers and maintain relationships with them.
Lead the development of a customer data governance framework and organizational structure.
Lead the improvement of the end to end customer experience. Champion what great customer experiences look like. Establishing an authentic company voice and setting clear standards for engaging with customers. Influences cross company agreement on how to deliver the greatest value to customers. Define the strategy of how to accelerate company-wide transformation by uniting the leadership team around customer data driven growth. Actively contribute to the Brand Marketing and Engagement teams in a collaborative and meaningful way that helps support, encourage and empower fellow colleagues and managers.
Lead all aspects of the unification of disparate sets of customer data into a master view of every customer. Developing the 360-degree view of the customer that paves the way for measuring customer satisfaction across all touchpoints along the customer journey. Establish metrics for defining the relationship with customers. Leading the development of lifetime value of customers.
EDUCATION/ EXPERIENCE REQUIREMENTS:
EXPECTED AREAS OF SKILLS/KNOWLEDGE/ABILITIES:
Valid through: 6/29/2021