Marketing Automation Manager

at  Scandic hotels

NOW YOU HAVE THE CHANCE TO BE PART OF AN INNOVATIVE AND CREATIVE PHASE IN SCANDICS HISTORY. WE’RE ON THE LOOKOUT FOR A HIGHLY MOTIVATED MARKETING AUTOMATION MANAGER TO JOIN OUR CRM - TEAM DURING THIS EXCITING JOURNEY.

In this role, you’ll develop and manage friendly, automated, trigger based and personalized omnichannel communication for our customers and Loyalty members, adhering to Marketing Automation principles with an emphasis on conversion and customer satisfaction.
Your responsibilities include planning, implementing, and overseeing automated customer and member journeys, marketing campaigns, and other digital interactions in an omnichannel setup. You’ll craft journeys for specific target audiences, ensuring timely and relevant communication while maintaining a high standard of customer experience through engaging interactions.

WHO ARE YOU?

As a Marketing Automation Manager, you’ll handle a variety of projects and campaigns. Success in this role requires a strong customer focus, a deep understanding of the business, and the ability to independently drive processes.
Our CRM-teams works in the Salesforce Marketing Cloud (SFMC), and in your role you are responsible for the underlying architecture of our dynamic content. We are planning for omnichannel campaigns, so you have a strong interest to learn additional platforms for orchestration and personalization. You are responsible for our custom templates in SFMC, based on data and design, and the implementation of the logic required to visualize the content, with support from UX, Content and Tech teams.
We’re seeking someone with experience in a similar role, ideally within the travel industry. You should be adept at creating dynamic, personalized communication and be a proficient data-driven problem solver. Your passion should lie in fostering long-term customer loyalty and comprehending customer needs throughout their lifecycle.
You love to be at the forefront and are constantly finding new automated solutions. Naturally, you already have a plan for how to best use AI to offer customers as smooth customer journeys as possible, while also facilitating the CRM team’s work processes.

EXPERIENCES YOU BRING AND SHARE WITH US

• At least 3 years of experience in a similar role.
• Proficiency in Salesforce Marketing Cloud and SQL.
• Having a solid understanding of HTML is beneficial
• Background in the travel industry is highly advantageous.
• Excellent communication skills, fluent in Swedish and English.

INFORMATION ABOUT THE POSITION

This is a full-time employment in Scandic Group’s CRM- team within our Customer Experience Department and you report to the Head of Customer Journey & Customer Insights.
At Scandic’s Customer Experience Team, you’re at the forefront of shaping Scandic guest experiences of the future. This is a place where your ideas and passion drive real change and innovation in for millions of guests every year. As part of the customer experience team, you’ll collaborate closely with team that span the whole customer journey to develop our services and directly contribute to Scandic’s role as an industry leader in the Nordics.
We only accept applications through our website. All applications will be processed continuously, so please apply as soon as possible.
If you have ambitions to develop, we will give you the opportunity to grow in your role. The development opportunities within our organization are endless. We are looking forward to welcoming you to Scandic.

• Develop and optimize automated customer journeys and life cycles in an omnichannel environment, covering all phases from customer acquisition to post-stay and member retention.
• Implement automated communication flows to boost customer engagement at each journey stage, proactively suggesting automation based on triggers.
• Stay up to date on customers’ use of services, behaviors and patterns and optimize our automations and campaigns based on analysis (from our analytics team).
• Use Salesforce Marketing Cloud to design seamless and engaging customer experiences across various channels.
• Create tailored messages and offers based on customer data and behavior patterns.
• Integrate and coordinate marketing activities across multiple channels and ensure a uniform customer experience regardless of the communication channel.
• Adjust and fine-tune customer communication based on feedback and performance measurements.
• Conduct A/B testing and conversion optimization
• Collaborate closely with other departments for a cohesive and integrated customer experience.
• Guide teams in omnichannel campaign and communication development.
• Work closely with the UX and content team for template and content enhancement.
• Support the creation of dynamically segmented content.
• Perform quality checks to ensure effective customer communication.
• Stay current with omnichannel marketing and CRM technology trends.
• Contribute to new features and process development within Salesforce Marketing Cloud.