EXPERIENCE REQUIRED

• Proven experience in CRM and Consumer Care deployment roles
• Proven experience in a team management role.
• Demonstratable experiences in Online & Offline Activation, CRM & Loyalty Activation, and managing Consumer Care operations for an End Market. Past experience from FMCG or CPG is preferred.
• A good understanding and working knowledge of Omnichannel marketing and commerce ecosystem in a business context, and how various offline & online touchpoints integrate/ synergize to deliver best consumer experience to achieve business outcomes. Furthermore, demonstrable experience in managing the delivery, operations and optimization of CRM & Consumer Care business activations & BAU.
• Experience in managing small to mid-sized teams, Agency partnerships & internal stakeholders’ relationships.
• Comfortable with digital and consumer operational performance data; can present data, communicate insights and recommendations in a simplified manner that is easily understood by stakeholders outside of Digital function.
• Experience in Digital enablement, delivery and operations.
• Hands-on experience working in cross-functional and multi-disciplinary team setups.
• Hands-on experience in Digital Marketing & eCommerce Performance management tools such as Adobe suites, Sprinklr, Google Marketing Platform, Google Search Console, PowerBI, etc.

TECHNICAL / FUNCTIONAL / LEADERSHIP SKILLS REQUIRED

• Good commercial acumen sense to link deployment enablement with business delivery.
• Strong working knowledge of CRM data models, configuration, segmentation, targeting and workflows.
• Savvy presentation skills. Skilled in taking complex details and converting them into a clear and engaging narrative to articulate to all stakeholders, internal and external.
• Strong project management and organization skills to manage multiple campaigns, projects, and data points simultaneously without overlooking critical details. Comfortable with planning, prioritizing, executing and optimizing.
• Have working knowledge of CRM data models, segmentation, configurations and workflows.
• Consumer focus coupled with empathy. Have deep understanding of consumer needs and committed to providing best experience and excellent service.
• A well-rounded and high energy team player, experienced in flexing style accordingly to business scenarios and people seniority. Not one to shy away from engaging with relevant stakeholders to influence, discuss and align on business topics to drive progression and resolution.
• Excellent communicator in English, both verbal and written. Well versed in business & data storytelling.
• Analytical thinker and innovative problem solver. When in face with a challenge, proactively come with alternative solutions to overcome issues/ problems.
• Have strong working knowledge of all of the below:
• CRM & Consumer Care MarTech stack, such as CRM: SFMC and SFSC.
• Surveys: Qualtrics, Medallia, etc.
• Ratings & Reviews: Trust Pilot, BazaarVoice, etc.
• Consumer Care: Chatbots, Order Track & Trace, IG/ FB Messenger, etc.
• Familiar with Digital MarTech stack, such as AEM, Magento, Shopify, etc.
• Highly proficient in Microsoft PowerPoint, Excel and Word.

EDUCATION / QUALIFICATIONS / CERTIFICATIONS REQUIRED

• University degree. Preferably, major in Digital Marketing and eCommerce.
• Is SalesForce Marketing Cloud and Service Cloud certified.

WHY JOIN BAT?

We’re one of the few companies named as a Global Top Employer by the Top Employers Institute – certified in offering excellent employee conditions.
At BAT, we champion collaboration, inclusion, and partnership as the bedrock of our values. We wish to foster an environment where every individual can thrive, irrespective of factors such as gender, sexual orientation, marital or civil partnership status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability, age, skills, experience, education, socio-economic and professional background, as well as diverse perspectives and thinking styles. We recognise that our strength lies in embracing talent from all walks of life, empowering us to develop our culture of inclusivity and better achieve our business objectives.
We view career breaks not as obstacles but as opportunities and encourage everyone, without hesitation, to apply. Through our Global Returners program, we provide support to professionals seeking to re-enter the workforce after an extended absence, be it for family care, parental leave, national service, sabbatical, or starting their own venture.
Come bring your difference and see what is possible for you at BAT. Learn more about our culture and our award winning employee experience here.
We take pride in being a Disability Confident Employer. If you need any reasonable adjustments or accommodations to be made during the recruitment process to support you performing at your best, please inform the recruitment partner who will be in touch should your profile be selected for the role you applied for. We are wholeheartedly committed to optimising your prospects of success by making suitable arrangements so that you may showcase your full potential.

ROLE POSITIONING AND OBJECTIVES

The ideal consumer-centric candidate will have under their belt a proven track record in managing and delivering successful Omnichannel CRM & Consumer Care programs. They should have a neck on operational & project management, and be savvy in stakeholder engagement. All in all, they should be committed to enable and contribute towards in delivering the business growth (NTO, Brand Equity) and exceptional consumer experiences (NPS, CSAT & Contactable Consumer Growth).

This position offers the opportunity to lead a team and significantly contribute towards the company’s growth and successes. The Consumer Experience Digital function is responsible for:

• Overseeing the day-to-day CRM & Consumer Care deployment and operational activities across WE. This role involves ensuring End Market CRM & Consumer Care BAU activations are well planned and managed for deployment.
• Managing the support team, optimizing processes enabling delivery, and ensuring compliance and integrity in this area.
• Support end market teams in consumer care operations, ensuring that consumer inquiries and issues across omni-channel are integrated and resolved efficiently and effectively.

HOW SUCCESS CAN LOOK LIKE IN THIS ROLE

As a team, we work as one to deliver the agenda for the End Markets in the Western Europe Area. Key areas where we can celebrate success are we deliver upon the growth in Contactable Consumers and online Sales revenue contribution, as well as positive Net Promoter and Consumer Satisfaction scores.