Requirements
Strategic Leadership
- Redesign and Strategy Development: Lead the end-to-end review and improvement of Smartbox’s CRM and engagement strategy to enhance customer retention, lifetime value, and revenue contribution.
- Provide strategic and tactical leadership to business and product managers – being the centre of excellence for customer marketing
- Customer-Centric Approach: Develop a customer-first CRM strategy with tailored lifecycle communications across multiple channels (email, SMS, in-app, push notifications, social media etc.).
- Roadmap Creation: Define and deliver a clear eCRM roadmap, incorporating automation, segmentation, and advanced analytics.
- Team Leadership: Build, manage, and inspire a high-performing eCRM team, fostering collaboration across departments.
Execution and Optimization
- Campaign Management: Oversee the planning, execution, and analysis of eCRM campaigns, ensuring they meet KPIs such as open rates, click-through rates, conversions, and retention.
- Lead development of the creative content of emails and integrating the channel better with other Smartbox online and offline channels
- Managing our email service provider and any other necessary agencies used for ECRM marketing
- Data Utilization: Leverage customer data to create personalized, data-driven campaigns that resonate with diverse audience segments.
- Automation and AI: Implement advanced automation tools and AI-driven technologies to streamline operations and enhance the customer experience.
- A/B Testing: Develop a robust testing framework to continuously optimize content, timing, and channel performance.
Collaboration and Stakeholder Management
- Work closely with the Marketing, Product, Data, and IT teams to ensure seamless integration of the CRM platform with other business systems (e.g., e-commerce, analytics, and loyalty).
- Act as the key point of contact for CRM-related initiatives, collaborating with external partners, vendors, and technology providers.
Performance Measurement
- Analytics and Reporting:
Establish and monitor KPIs to measure the effectiveness of CRM initiatives. Provide actionable insights and regular reporting to senior stakeholders.
- Customer Insights: Work with marketing analysts to develop and manage our customer insight, data selections and processes to enable Smartbox to send highly relevant, targeted emails and online ads.
- First party data:
Integrating with other teams across marketing to better use our first party data e.g. advertising, partnerships
- Lead the exploration of other direct marketing channels
- Management, coaching and development of the direct marketing channel team
- ROI Focus: Drive measurable improvements in CRM contribution to overall revenue and profitability.
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What We Do
Believing that life is more fulfilled through experiences than physical goods, Smartbox Group invented the concept of experience gifts, to offer unforgettable memories. In a world where people are more than ever looking for time for themselves, and are seeking meaningful relationships, offering someone the possibility to experience something rather than offering a material gift is the most valuable and thoughtful way to tell your loved ones you love them. At Smartbox Group, all our energy and creativity are focused on the idea of providing the most beautiful gift to offer and to receive 🎁 With nearly 15,000 different products in various leisure themes : Stays, Wellness, Adventure, Gastronomy… we allow people to enrich their lives with moments of sharing, moments of emotions and unforgettable memories, by living experiences or by offering them. Living more than owning, sharing more than having is more than ever a fundamental trend in our society and that is exactly what we offer at Smartbox Group. Present in 11 countries, with 7 million experience gifts sold per year for an annual business volume of nearly 500 million euros, Smartbox Group employs 1,100 people in Europe and more than 41,000 European partners trust us (hotels, restaurants, wellness centres, oudoor activities…). Do you also want to inspire people to experience life ? Join the pioneer & European leader of experience gifts!
