Role Summary
We’re looking for an exceptional CRM professional to support our Global Head of CRM developing our CRM capabilities across the LBi Group.
You will be joining a talented and forward-thinking CRM team that is fully integrated into the agency structure and work that we do. You will work alongside creative, user experience, technology, social and media colleagues to help define end-to-end customer journeys and design campaigns, programmes and platforms that enable our clients to maximise the value of their customer relationships.
Role summary and objective
The CRM Director is responsible for working with the Management and Strategy teams in key markets to develop and convert a strong pipeline of CRM opportunities. They will support business development and pitch teams to convert opportunities. They will provide training and support to transfer CRM skills and knowledge to local strategy and planning teams across all key markets. They will provide IP and tools and share examples of work and case studies to help fast track the sales process and improve productivity and margin on CRM projects and accounts. They will actively support the Global Head of CRM deliver effective knowledge management and sharing across the Group and develop a global community of CRM professionals within LBi.
Key responsibilities
• Working with the MDs, Strategy & Planning Leads and Client Services (including BMM) teams in key markets to source, validate, develop, track and convert CRM opportunities within their targeted client base.
• Provide timely and effective support to develop and deliver proposals and pitch presentations to convert opportunities into signed off business.
• Deliver effective training on our range of sales and marketing collateral, to enable Client Services and CRM Leads in key market to become self-sufficient and proactive in identifying CRM opportunities.
• Deliver CRM strategic consultancy, as appropriate, on key CRM client engagements across key markets.
• Proactively distribute CRM collateral including credentials, case studies, packaged service offerings and tools to ensure a common standard across key markets.
• Work with the Global Head of CRM and the respective management teams in key markets to define the delivery model required to support effective and efficient provision of CRM programmes (i.e. ‘core’ and ‘virtual’ teams).
• Help foster a global CRM community (of CRM ‘core’ and ‘virtual’ teams) to support knowledge sharing and best practice.
• Own and contribute to the Global CRM knowledge base.
• Key focus initially will be supporting out European markets, but additionally support Global Head of CRM with US and the rest of the Group.
Key knowledge and skills
• Significant expertise and passion for all things CRM (people, process, strategy, technology). Up-to-date on latest and future developments, with own opinions on where the industry is going and how that presents opportunities to LBi.
• Broad understanding of the CRM spectrum – from marketing to technology and everything in between – coupled with a broad understanding of online marketing and web design and development.
• Ability to adapt LBi’s CRM proposition and services offerings to accommodate market differences.
• Experience integrating new services into an existing business structure.
• Demonstrate a solid grasp and proven track record in either CRM consultancy or Communications Planning (or preferably both):
o CRM Consultancy expertise: broad experience in defining, implementing and managing (enterprise, SaaS, open-source) CRM solutions. Specific skills in one or more of the following areas: business analysis; requirements gathering; scope definition; solutions architecture; data management; campaign management; business intelligence and analysis.
o Communications Planning expertise: database, direct and digital marketing experience coupled with the ability to create integrated, multi-channel, end-to-end customer journeys that deliver effectively against client’s business and communication objectives.
• Ability to quickly understand the dynamics and key challenges of a client’s business and the market and sector in which it operates – and propose appropriate solutions.
• You will be educated to degree level, demonstrate strong numeracy and data literacy and have extensive CRM experience gained in an agency (preferred) or client side environment.
• Experience working globally (preferable) with an understanding and appreciation of cultural differences (essential).
• Proficiency in a foreign language is desirable (German, French, etc.)
- Please no Agencies -
