CRM & Loyalty Specialist

Position Summary

Create the unthinkable and #ReimagineYourFuture with Samsung, one of the most successful and fastest growing technology companies in the world. We are a dynamic business, launching an incredible number and range of new products every year. We firmly believe that our product ecosystem and portfolio of innovation set our brand apart.
We have an opportunity for you to join Samsung Electronics Australia to make a difference as our CRM & Loyalty Specialist in our Online Business division.
Our Online Business is on a journey to transform its approach to customer marketing, with a particular focus on delivering growth and retention through audience centric experiences.
In this role, you will support all customer data-driven marketing responsibilities. You will drive and execute customer strategies that drive the health and performance of the database to enrich lifecycles. You will work closely with Sales, Content, UX, and Brand teams across the business to drive an audience-first approach to our customer activities. Part of your role will include bringing a data driven marketing mindset to the business and ensuring a continual drive towards business objectives.
Your work will require you to be a self-starter and collaborator with a diverse set of teams, also taking responsibility for up-skilling the teams you interact and engage with on customer marketing activities.

Role and Responsibilities

CRM Planning & Execution

• Develop strategies and programs which drive health and performance of the customer database to enrich customer lifecycles

• Drive the strategic audience and segmentation frameworks across product launch, always on, post purchase and trigger based journeys to drive growth and loyalty across the breadth of products

• Drive and implement customer first rewards and loyalty program to drive retention and CLV

• Custodian of the owned customer experience, including strategising & developing customer contact playbook: key channels, contact frequencies, journey considerations

• Create audience insights across first, second and third party data that can be leveraged across future campaigns

• Create a roadmap that articulates planned CRM activities, as well as developing and running weekly reporting that demonstrates the impact of the total CRM activities in-market

• Ensure we have an ongoing test & learn framework to develop our ongoing understanding and capabilities about data driven, customer first marketing

Collaboration & Business/Stakeholder Management

• Be the key point of contact for all Online Business CRM activities internally and with regional HQ and global HQ

• Work closely with and align activities with Sales, Content, UX, Brand teams, and partner with them on the flawless delivery of CRM and customer focused campaigns

• Work with stakeholders and agencies to develop and prepare post campaign reporting , evaluations and insights that can be leveraged in future campaigns, shared & presented to key business owners including HQ and RHQ

Skills and Qualifications

• 7+ years’ experience in CRM or data-driven marketing

• Demonstrated excellence in implementing and achieving business success through execution of CRM activities driving business outcomes

• Experience in customer lifecycle management, with proven ability to impact customer value and retention

• Strong understanding of the Australian market dynamics and/or international market – key trends, issues, challenges, opportunities

• Commercially driven with evidence of delivering successful business results

• Resilient and adaptable - ability to stay focused in a fast-paced, dynamic environment

What sets us apart from the rest?

At the heart of our DNA is the pursuit of excellence and bringing innovation to everyone, faster than anyone. Join a talented team of energetic, passionate and hardworking people that are committed to the customer and delivering solid results. In return, we will give you the tools to help nourish your development, wellbeing and fast-track your career. When you work for Samsung Australia, you can look forward to:

• Competitive remuneration package

• Free on-site parking

• Generous employee discount across our products

• Ongoing professional development opportunities

• Discount across over 400 retail partners

Join us and #ReimagineYourFuture.

The nature of this role and level of responsibility may require reasonable additional hours over and above 37.5 hours per week and may also require work outside of ordinary hours.

#LI-Midsenior #LI-SEAU

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