Senior Digital Marketing (CRM and App Marketing)

Position Summary

Why join our team?
The Senior CRM/Digital Campaign Manager plays a critical role in delivering our demand generation CRM Strategy on CRM and Shop app – focusing on Email, Shop app and Push, to deliver effective, efficient CRM activity to delight consumers, help them get the best out of their devices and world of Samsung, and ultimately increasing NPS, Retention and Products per Consumer.
You will lead the strategy and implementation of multi-channel CRM campaigns across the Adobe Marketing Cloud, to include email, push notifications, app, .com and social/paid media, driving business success and efficiencies!
This role will lead an indirect strategy delivery team and lead the planning of carefully orchestrated programmes (one off campaigns and always-on) all with an objective of driving sales, retention, engagement and loyalty to Samsung across all products and services. You will bring together business experts (category, retail, PMs, the wider EO marketing org) with you and your team in order to do this.
As a CRM Expert, they will be an ambassador for Customer Marketing across the wider business, and be ahead of the latest trends across the CRM vertical.
They will work closely with our CRM agency, building strong relationships to ensure our activity is continually being optimised and improving – testing new ideas and initiatives rigorously, and presenting back plans and strategies to both their line manager and internal/external partners.

Role and Responsibilities

Your key responsibilities

• To initiate, lead, and deliver the European D2C CRM Campaign Strategy across Email, Push, App, .com & Paid Media to increase CRM contribution to sales, in-line with the overall CRM, Strategy & Programmes that have been developed to hit agreed business objectives

• Day-to-day management of 7+ FTEs in virtual team

• Be responsible for the relationship with the lead CRM agency to ensure optimal ways of working and drive dedication

• To fully handle the CRM Campaigns strategy development

• To provide strategic and operational leadership to 17+ size extended European CRM team in the markets to implement and optimise the CRM Campaigns across all of Europe

• Work closely to the Snr Management across HQ and Europe to ensure all European CRM Campaigns are aligned and coordinated between HQ, the full EO marketing org, and the subs.

• Own, optimise and grow the complex lifecycle and triggered comms via the CRM Platform

• Drive the strategic planning, implementation and integration of CRM, Loyalty and retention programmes / activities across Europe and aligned with business strategy

• Own campaign reporting from a CRM: together with Finance, Analytics and Insight teams, measure the value and impact of CRM Orchestration

• Support the development of EO CRM expertise to develop small pilots, and develop & share standard methodologies across every aspect of campaign development all across Europe

• Engage and co-ordinate with multiple parts of the organisation (Marketing, Customer Service, Content & Services, Product Divisions, eCommerce...) and partner agencies to help define high value propositions Samsung can take to market and optimise through CRM

• Ensure meaningful segmentations are developed through existing and new propensity models (PII and non-PII)

• Engage the wider business in CRM multi-channel campaign activity and inform the business on the insights driven from the programme and how CRM drives business value.

• Input, develop and spearhead the regional requirements for ongoing CDM Platform development (Adobe Marketing Cloud and Partner expertise and interest)

• Management of relationships with third party suppliers to ensure both technology and agencies are optimised for long term goals.

  Your key responsibilities

• To initiate, lead, and deliver the European D2C CRM Campaign Strategy across Email, Push, App, .com & Paid Media to increase CRM contribution to sales, in-line with the overall CRM, Strategy & Programmes that have been developed to hit agreed business objectives

• Day-to-day management of 7+ FTEs in virtual team

• Be responsible for the relationship with the lead CRM agency to ensure optimal ways of working and drive dedication

• To fully handle the CRM Campaigns strategy development

• To provide strategic and operational leadership to 17+ size extended European CRM team in the markets to implement and optimise the CRM Campaigns across all of Europe

• Work closely to the Snr Management across HQ and Europe to ensure all European CRM Campaigns are aligned and coordinated between HQ, the full EO marketing org, and the subs.

• Own, optimise and grow the complex lifecycle and triggered comms via the CRM Platform

• Drive the strategic planning, implementation and integration of CRM, Loyalty and retention programmes / activities across Europe and aligned with business strategy

• Own campaign reporting from a CRM: together with Finance, Analytics and Insight teams, measure the value and impact of CRM Orchestration

• Support the development of EO CRM expertise to develop small pilots, and develop & share standard methodologies across every aspect of campaign development all across Europe

• Engage and co-ordinate with multiple parts of the organisation (Marketing, Customer Service, Content & Services, Product Divisions, eCommerce...) and partner agencies to help define high value propositions Samsung can take to market and optimise through CRM

• Ensure meaningful segmentations are developed through existing and new propensity models (PII and non-PII)

• Engage the wider business in CRM multi-channel campaign activity and inform the business on the insights driven from the programme and how CRM drives business value.

• Input, develop and spearhead the regional requirements for ongoing CDM Platform development (Adobe Marketing Cloud and Partner expertise and interest)

• Management of relationships with third party suppliers to ensure both technology and agencies are optimised for long term goals.

What we need for this role

To be successful, you will possess the following skills and attributes:

You will have demonstrable experience of having grown traffic & revenue through CRM and native apps' activity, ideally working for a large multi-national ecommerce business. You will be able to clearly understand, implement and articulate complex segmentation models, to improve personalisation and relevance of comms. You should also have solid understanding of common CRM tools, and be on top of the latest trends in the industry.

Key competencies should include:

• Leadership experience, preferably at a regional level

• Strong partner management experience gained in complex, matrix and European/Global environment

• A proactive, independent, responsible demeanor.

• Strong marketing background with strong digital experience

• CRM / Loyalty track record, with preferred experience in building customer lifecycle programmes, handling data, working with propensity modelling, etc…

• Knowledge of DMP platform and PII to Non-PII data combination

• Excellent examples of loyalty campaign execution, putting consumer insight and experience at the heart

• Excellent knowledge of CRM activity, and how to drive take up and engagement with Apps.

• Conversion & Analytical background

• Budget management: experience of delivering business results on time with large (€2M+) budgets

• Able to balance data-driven mentality with creative sensibility, with a clear understanding of what constitutes customer-centric copy and design

• Advanced Campaign Management tool experience; solid understanding of Adobe Marketing Cloud, especially Adobe Campaign & Adobe Audience Manager

• Experience of creating and implementing multi-touchpoint marketing plans across digital channels

• Strong team and agency management skills; comfortable leading teams, providing creative feedback, driving performance.

• Ability to involve people across the organisation, handle partners across seniority levels and sell ideas and solve conflicts in a productive manner.

• Strong data manipulation, web analytics and insight skills

• Experience with digital content creation and maintenance

• Good written and verbal communication (clear, accurate, complete, practical)

• This role needs to be comfortable with ambiguity and able to be proactive without always having clear direction.

Personal:

• Gravitas - An ability to connect with people, using a range of influence skills to inspire and get results

• Critical thinking and pragmatic/focused approach to delivery

• Loves digital and appreciates the changing consumer electronics industry

• Interested and passionate in tech, smartphones and Samsung’s core product areas (electronic goods, product innovations etc)

• Good PowerPoint and excel skills

• Attention to detail

• Ability to work under pressure with strong multitasking abilities

• Enthusiastic and positive

• Possess a confident and outgoing character

What does success look like?

The interview process

There will be a 2 stage interview, one being with our Campaign Strategy Lead followed by a 2nd stage interview with our Head of Campaigns, Ops & Insights Lead.

Skills and Qualifications

Benefits of working at Samsung include

• Hybrid working – 3 days in the office and 2 days at home per week

• Bonus scheme linked to individual, team and company performance

• Car allowance

• Pension contribution

• Three volunteering days each year

• Holiday - 25 days plus bank holidays and an additional day off for your birthday

• Access to discounts on a wide range of Samsung products

• Access to a discount shopping portal

A note on equal opportunities

We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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