Job Purpose:
Developing an integrated and targeted communications strategy for CRM, to grow loyalty base, drive sales through tactical CRM initiatives and enhance the customer life-cycle.
Provide communications support across various internal departments, be responsible for corporate communications targeted at various customers (i.e Trade, direct customers, groups etc) and enhance the customer journey from a communications perspective.
Provide full support to the Marketing Manager on any ad-hoc projects delegated by Marketing Manager.
Job Responsibilities:
• Design, execute and monitor direct marketing promotions, campaigns and interventions.• Monitor data quality, segmenting, marketing activities and assessment.• Communicate with corporate CRM regarding activities, planning, updating and co-ordinating.• Maintain Loyalty Club by executing acquisition strategies to grow base, remarketing strategies to activate base and implement an Always On maintenance strategy.• Attend to club requests, complaints and queries and monitor resolution within agreed timelines.• Plan and implement CRM campaigns and communication initiatives.• Track performance of CRM campaigns and draw up performance reports.• Draft all relevant corporate and guest communication.• Implement communications process to keep track of all communication.• Flexibility to work in line with operational requirements.• Always Present a professional and favourable image.
Job Requirements:
• Marketing Qualification, 6-8 years plus Marketing experience (CRM as a specialisation).
Skills & Competencies
Languages • Fluent in English Essential • Sound knowledge of Loyalty Programmes • Principles of Direct Marketing • Database management and mining • MSC Cruises policies and procedures Technical Skills • SAS or any CRM Campaign Dissemination Tool • Contact Lab • Touchbase Pro • Strong Excel Skills & Data Mining & Analysis in order to execute accurate reporting on database.
• Marketo • Excel Skills & Competencies • Computer literacy including MS Word, PowerPoint and Excel, Outlook.• Ability to communicate and liaise with internal and external customers.• Good interpersonal skills • Ability to work under pressure • Excellent writing skills • Customer-focused • Attention to detail • High work standards • Time management • Punctual • Ability to work independently and as a member of a team and to make decisions in accordance with established policies, standards and objectives.• Strong organisational skills, including the ability to handle multiple assignments and tasks while meeting deadlines.
• Ability to communicate and liaise with internal and external customers.• Good interpersonal skills • Flexibility to work in line with operational requirements.• Always present a professional and favourable image.
• Minimal Design skills