Associate Director CRM - Call Centre Outbound (Reactivations) (m/f/x)

at  Alumni Network Job Board

WHAT YOU’LL BRING

• Proven experience in CRM strategy development and management
• Proven experience with Outbound Call Centre channels
• Strong analytical skills and the ability to derive actionable insights from data
• Experience in Experimentation
• Excellent leadership and collaboration skills.
• Knowledge of relevant regulations and compliance standards

THE ROLE

HelloFresh is a dynamic and innovative company committed to delivering exceptional customer experiences. We are seeking a talented and strategic-minded CRM (Customer Relationship Management) leader to lead our Outbound Initiatives in the Reactivations International team. You will work closely with outbound operation managers from our Customer Care team. If you are passionate about driving customer engagement, optimizing outbound communication strategies, we want to hear from you.
If you are a strategic thinker with a passion for optimizing outbound communication channels and driving exceptional customer experiences, particularly in reactivating our lapsed customer base, we invite you to apply for this exciting opportunity. Join our team and be part of a company committed to innovation and customer satisfaction.
Above all, we are looking for people who will make HelloFresh better. We believe there are many different ways of developing skills and we love diverse experiences! So even if you don’t “tick all the boxes” but think you’d thrive in this role, we would really like to learn more about you.

WHAT YOU’LL DO

• CRM Strategy Development:
• Develop and implement strategic initiatives for outbound initiatives, focusing on reactivating lapsed customers.
• Collaborate with cross-functional teams to align CRM strategies with overall business goals.
• Outbound Campaign Collaboration:
• Work closely with the outbound operations department to design and execute outbound communication campaigns, ensuring alignment with reactivation goals.
• Provide guidance on campaign targeting, messaging, incentives and timing to maximize reactivation rates.
• Data Analysis and Insights:
• Utilize data analytics to derive actionable insights and make data-driven decisions for reactivation strategies.
• Collaborate with the data analytics team to monitor key performance metrics related to reactivation and implement corrective measures as needed.
• Technology Integration:
• Evaluate and implement CRM tools and technologies to enhance the efficiency and effectiveness of outbound initiatives, coordinating with the CommsTech department and ensuring seamless integration with other systems.
• Team Collaboration:
• Collaborate with the Reactivation CRM team and the outbound operations team to align strategies and ensure a cohesive approach toward reactivating lapsed customers.
• Provide insights and support to enhance the performance of the outbound operations team.
• Compliance and Quality Assurance:
• Ensure all outbound communication activities comply with relevant regulations and industry standards, providing guidance to both the CRM team and outbound operations team.
• Implement quality assurance measures to guarantee a high standard of customer interactions.
• Stakeholder Collaboration:
• Collaborate with Marketing, Sales, and Customer Service teams to ensure a unified approach to customer reactivation.
• Communicate regularly with key stakeholders to share insights and gather input.