CRM Specialist

CRM SPECIALIST     

General Summary:

The DSW CRM SPECIALIST is responsible for managing marketing projects and customer communications (direct mail, email, app, SMS, etc.) through setup, testing and production implementation across all channels. 

Reports to:  Director, DIGITAL CRM

Essential Duties and Responsibilities:

• Serve as the subject matter expert in producing and coordinating marketing campaigns via direct mail, email, SMS and app notifications.
• Leverage customer data attributes to drive targeting within the marketing applications and future campaign management tools.
• Provide accurately executed customer facing marketing campaigns. Manage CRM project tracking documentation, monitor marketing programs, monitor CRM tool functions, ensure accurate data practices, troubleshoot customer facing issues and provide direction on project and campaign creation through release.
• Manages briefing of campaigns in various systems ensuring that information is accurate across systems & tools. 
• Reporting: Provides accurate campaign performance and documentation of campaign processes
• Issue Investigation & Resolution. Act as lead contact for any issues/problems found with marketing systems, communications, processes, etc. Receive & log issues when they are found, facilitate communication & escalation, engage appropriate resources for resolution and ensure that issues are fully resolved. Complete and participate in hindsight reviews to determine the root cause and champion process improvement activities.
• Work with vendors to implement successful campaign execution and process.
• Responsible for user acceptance testing across marketing vehicles (email, sms, push) (may include off-hours).  
• Leadership and Guidance. Foster a positive and productive environment for CRM Operations. Stand as a role model and recognize opportunities for improving workload, team balance and effective process change.

Required Skills:
•    Attention-to-detail and ability to manage multiple projects & tasks simultaneously.
•    Excellent written and verbal communication skills (including ability to provide basic training)
•    Strong reasoning skills and an aptitude for problem solving
•    Comfort with use of marketing applications for day-to-day tasks including campaign and workflow tools.
•    Ability to strategize, plan and execute within a cross-functional context

Competencies
SETTING GOALS – Creates and follow effective plans. Anticipates risks, creates contingency plans. Aligns plans with goals. Allocates adequate resources. Accepts and supports change. Willing to take risks and suggests new ideas, approaches. Takes initiative. Seeks out learning activities. 

WORKING WITH OTHERS – Clearly articulates own, other’s goals. Promotes a team atmosphere by demonstrating humility and respect. Builds effective relationships, relates well to others. Delivers and responds to feedback in a constructive manner. Considers multiple perspectives. Handles conflict, pressure, uncertainty and adapts independently. Meets commitments. Dedicated to working with business partners on their expectations.

GETTING RESULTS – Personally accountable for work performance targets and achieving results. Prioritizes well. Anticipates and handles obstacles effectively. Makes good, timely decisions. Can simply and process complex problems. Understands underlying issues and addresses root causes. Meets deadlines, works until finished.

Qualifications

Minimum Experience:
•    2+ years’ experience in a marketing operational/analytical role.
•    Prior experience managing direct mail, email, app and SMS campaigns.
•    2+ years working with 3rd party vendors, CRM marketing technology and campaign platforms, (e.g. Responsys, Salesforce Marketing etc.) 

Preferred Qualifications:
•    Retail experience is a plus

Minimum Education:
•    Bachelor's degree in business, marketing or statistic driven field