CRM Manager - Western Europe Personal Health

at  Philips

JOB DESCRIPTION

In this role, you have the opportunity to
Be responsible for creating and delivering CRM acquisition, demand generation and loyalty, by leveraging consumer insights to shape personalized journeys and campaigns. You are part of the Consumer Direct WE team and will work closely with Merchandise Managers, Regional Business Unit teams and the Marketing Center of Excellence to drive loyalty and engagement of our members database. You are responsible for managing sales campaigns, reporting performance and driving optimizations across all PH categories.
This position can be based in The Netherlands or Europe Market (linked to hub location). Please apply with your English CV.

YOU ARE RESPONSIBLE FOR:

• Building best in class CRM experiences to increase NPS, retention and loyalty
• Define and execute acquisition strategy and activities to bring consumers to the Philips CRM database through various channels (including organic, social, apps, product boxes, etc)
• Localizing, briefing and optimizing CRM campaigns with the aim of driving engagement, conversion, customer lifetime value and sales
• Working with stakeholders in the BU and Global CRM team, to develop & drive consumer centric and category-relevant journeys that bring engagement and loyalty to the Philips brand
• Measure and improve on performance of European KPIs on conversion, loyalty, engagement and acquisition (e.g. CLTV, conversion rate, engagement rate, NADRC, CRM Channel campaign performance)
• Extensive regular analysis of consumer feedback insights via NPS, R&R and other sources to identify issues and new trends and define optimization plans
• Defining local requirements and (for legal/regulatory/local relevance reasons), UAT and support deployment of tooling on the roadmap
• Providing audience details and insights on e.g. segmentation

TO SUCCEED IN THIS ROLE, YOU SHOULD HAVE THE FOLLOWING SKILLS AND EXPERIENCE:

• Minimum 3 years of professional experience;
• Experience in CRM , E-commerce or digital marketing;
• Excellent verbal and written communication skills for creating compelling customer communications (storytelling and/or creative writing and/or creative marketing);
• Ability to understand customer needs and behaviours, and to anticipate and address them.
• A data driven mindset: Proficiency in analysing customer data to identify trends, preferences, and opportunities. Strong skills in reporting, tracking KPIs, and using data to inform decisions.
• Ability to manage multiple campaigns, initiatives, and cross-functional projects effectively; Strong organizational skills and attention to detail
• Experience with Copywriting and Translations is a plus;
• Ability to respond with speed and agility and to drive creative solutions;
• A continuous improvement mindset & the ambition to set trends;
• Outgoing and positive personality with excellent communication (verbal and written) and interpersonal skills;
• Ability to A/B test ;
• Familiarity with CRM tooling (e.g.: Salesforce);
• Up-to-date knowledge on GDPR.
• Fluency in Business English; Other European languages is a plus.