Working with the CRM users and Business solutions team on the functional specification of solution development to ensure they meet business requirements

• For system changes, write Functional Specs, Business Benefit Cases, Prepare and Obtain Approval, Test Scripts and release data/documents.
• Complete functional testing and manage business testing feedback and resolution.
• Resolution of support issues within SLAs
• Enhance and manage the change management and release management process.
• Host meetings with CRM users to discuss and progress their support calls, resolutions and proposed change requests.
• Provide guidance and support to the business user community on reporting from the application
• Serve as the in-house expert on all customer data points to own and maintain a full customer database.
• Analyze large data sets to identify trends, draw insights, and develop recommendations
• Deliver regular campaign reporting across all marketing channels to optimize customer audience targeting and selection
• Collaborate with marketing teams to execute and measure multi-channel strategies for customer engagement, acquisition, retention and personalization
• Partner with the Merchandising team to better understand product trends by customer segments
• Maintain close collaboration with 3rd party vendors and serve as key contact for customer database warehouse
• Creation of new and/or improved business reports (i.e. client journey, life cycle marketing, RFM etc.)
• Support both ongoing and ad hoc requests for data analysis
• Contribute to the development and progress of RGA’s CRM program

Skills: Functional Specification Development, Business Testing Management, Change Management, CRM User Support, Data Analysis & Reporting, Multi-channel Marketing Collaboration, Vendor Collaboration, CRM Program Development

• Provide ongoing Salesforce user support by managing cases and providing appropriate solutions in a timely manner
• Responsible for Salesforce.com administrative functions such as user management, data management, reports, and dashboards, etc.
• Data management tasks such as import / export data to /from Salesforce.com
• Document technical requirements for bugs, enhancements, new features, test these changes, and collect required signoff
• Create training documentation for users on the Salesforce.com application on new system feature and best practices
• Proactively identify opportunities to leverage Salesforce.com to increase efficiency
• Inform the range and design of Food offers by analysing customer behaviour
• Understand and optimise the performance of offers, customer reach and the offer mix
• Develop and maintain a library of offer performance to inform the learning cycle
• Lead the strategic evaluation of Sparks Food offers to inform the offer planning process and identify opportunities
• Work closely with Campaign Managers to design, plan and enable the delivery of personalised offers campaigns to meet defined business objectives
• Work collaboratively with teams across the business to develop scalable targeting and personalisation capabilities
• Support the development of offers aligned to category trading plans
• Using SQL to extract and dig into relevant datasets to understand business needs and incorporate findings into actionable insight and decision making
• Involved with email and campaign build with an understanding of customer segmentation and target marketing
• Support in delivering insight across to key stakeholders and work closely with the Head of CRM to implement the CRM strategy
• Implement and rule out a new customer loyalty scheme

Skills: Salesforce Support, Data Management, Technical Documentation, Salesforce Training, Customer Behavior Analysis, Campaign Design, SQL Data Analysis, CRM Strategy Implementation

• Identifying relevant stakeholders for each Data Source (Sales, Marketing, Customer, Finance etc) and working with them on process and procedures to identify the data and manage the quality of it going forwards
• Work with the Source, Destination and Integration stakeholders to provide technical specifications at the appropriate level of detail and to validate the work at the appropriate stages
• Working with all stakeholders in the data pipeline to validate the data both in source and destination. Including analysing the data, providing statistical information on the quality of it and working with all stakeholders to resolve any quality issues
• Gain an understanding of how the data in Source and Destination systems drives business logic and behaviour and ensure as the data moves between systems it accurately represents the expected logic and behaviour
• Communicate progress against commitments to the stakeholders and Project Managers
• Maintain the data dictionary to support self service data reporting by internal users
• Ensure all data feed and integration documentation is complete
• Capture non-functional requirements from stakeholders in relation to integration, performance, resilience and operational support of the data
• Mentoring and supporting others on data quality and assurance
• Working with stakeholders to spec reports and produce these in Tableau
• Driving the automation of reporting and wider use of Tableau throughout the business
• Ensuring much shorter feedback loops and a more agile approach to reporting developments

Skills: Stakeholder Collaboration, Technical Specification, Data Validation, Business Logic Analysis, Progress Communication, Data Dictionary Maintenance, Integration Documentation, Tableau Reporting

• Oversees and coordinates the implementation of new CRM campaign management tools inclusive of email service provider integration, front-end integration, and CRM integration with the internal IT department, third-party ecommerce providers, and email service providers.
• Create excel trackers, understand, and provide input in creating data models against lifetime value, retention, churn, loyalty, and advocacy programs while monitoring and maximizing customer lifetime value strategies ensuring maximum profitability.
• Work closely with e commerce team to measure, manage and solve customer retention and acquisition analytical questions through a root cause analysis.
• Formulating strategies, execution, asset deliverable, as well as the testing of all SMS, emails, among other multi-channel communications. 
• Ensuring the database is segmented effectively for targeted marketing activities.
• Identify core areas of improvement and optimization within each e commerce business unit. 
• Build internal knowledge base of competitive landscape, market penetration, growth potential etc. to inform the business direction of the company
• Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty. 
• Developing a/b testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.
• Deciding on the CRM platform structure and architecture ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle
• Understanding of database and RDBMS concepts including data normalization and basic understanding of data warehousing

Skills: CRM Tool Integration, Data Analysis, E-commerce Collaboration, Multi-channel Strategy, Database Segmentation, E-commerce Optimization, Competitive Analysis, CRM Strategy Planning

• Facilitate workshops for client/end users or translate functional requirements into technical solutions
• Support development teams by clarifying requirements and design
• Initiate communication with team(s) and across business analysis team to ensure implementation, and support end user training
• Contribute to the growth ofCapgemini Salesforce team through coaching, knowledge transfer, and teamwork
• Share lessons learnt and be part ofSalesforce community.
• Partnering with the business team (commercial / sales and marketing) to gather requirements and prioritize demands to drive IT digitalization initiatives, exploiting new and emerging technologies technology and translate them into viable IT Digital implementation.
• Shaping business demand by partnering with business to facilitate the creation of business cases and value plans and ensuring value optimization and communication across teams.
• Identifying and proposing improvement solutions to enhance business processes and productivity
• Assisting the project manager for project implementation which includes ensuring project adheres to schedule, timeline, testing / UAT / SIT
• Maintaining prompt communication and timely reports to business stakeholders on project status while monitoring project progress on issues such as quality, costs, planning and resources.
• Advising business users on best practices for Microsoft Dynamics 365 CRM 365
• Communication of CRM system operations, features, benefits, and changes to users and collaborators of CRM
• Work with and lead super users in the support of CRM direction around changes, issues, and enhancements and other areas that help drive the goals of CRM
• Prepare training documentation and deliver training
• Client campaign targetting, execution, follow-up, reporting, analysis and recommendation
• Cleaning, merging, accuracy across all channels
• Closely work with different departments including retails, PM and IT

Skills: Requirements Analysis, Business Case Development, Stakeholder Communication, Community Engagement, CRM Expertise, Project Support, Training Delivery, Departmental Collaboration

• Work with various Business Units (including Sales, Marketing, Customer Service, IT, etc.) to understand business requirements and recommend appropriate system solutions
• Perform day to day responsibilities of a Salesforce Administrator (e.g user creation, permissions, profile settings, reports & dashboards, visibility issues)
• Establish and maintain effective working relationships with business, retailer network and support teams, to ensure project timelines are met and support issues are resolved in a timely manner
• Manage day-to-day communications with stakeholders, including senior management
• Facilitate and execute testing of new features within the system
• Generate reports to support and drive change using analytics
• Assist with training of new features / enhancements to country users
• Analyze data and develop business cases that help improveretailer operations, business processes and overall customer experience
• Maintain data integrity and accuracy in the system, keeping the database updated
• Support projects that will enhance the functionality of the CRM system (e.g Finance Data Upload, System Integrations, Marketing Cloud Journeys etc.)
• Support the CRC function and partner with dealer network to resolve customer concerns and queries, manage aging cases and provide case management statistics
• Drive CRM tools (Unica & SQL developer) to build accurate and measureable data selections for both real time, batch and customer lifestage program communications across a range of outbound and inbound CRM channels.
• Work closely with the wider CRM & BI teams to identify areas to optimise campaign performance, drive customer engagement and improve customer experience.
• Deliver daily campaign plans usingexisting suite of multi-channel, multi-product campaign mechanics and flows.

Skills: Business Requirements Analysis, Salesforce Administration, Stakeholder Communication, System Testing, Reporting & Analytics, Training & Development, Data Integrity Management, CRM Optimization

• Run regular reporting and post-campaign analysis for CRM campaigns, delivering actionable insights and recommendations
• Work closely with CRM and Marketing teams to understand CRM strategies and produce relevant analysis and insights to optimize them
• Work closely with other teams and campaign managers to design, plan, and deliver personalized offers and campaigns
• Advise how campaigns should be set up to be effectively measured and assist in Test and Learn processes
• Produce post campaign analysis and recommendations on how to improve their effectiveness and ROI
• Work collaboratively across teams to target customers effectively and efficiently
• Identify different customer segments and provide insights on how to target, convert and retain them
• Weekly & monthly reporting of all CRM activities, constant monitoring
• Conceptualization of smarter reporting tools, ways of working and dashboards, implementation, and constant optimization
• Actively push for end market requirements towards global regarding CRM monitoring and reporting within global data project
• Interpreting data correctly and push the whole CRM, E-Commerce & Digital team towards implementation of optimizations, new actions, and projects
• Senior stakeholder presentations presenting results and learnings including next step recommendation and outlooks
• Constant optimization of data quality within Salesforce
• Responsibility for Salesforce enhancements briefings, testing and approval
• Strong stakeholder management and cooperation with other departments like research team, legal, IT
• Agency leadership and project management
• Proactive involvement in constantly sharpening BAT data strategy, conceptualization, and implementation

Skills: CRM Reporting & Analytics, Campaign Strategy Optimization, Customer Segmentation Analysis, Salesforce Management, Stakeholder Engagement, Data Quality Control, Agency & Project Management, Data Strategy Development

• Responsible for identifying different customer profiles, and supporting the optimization of CRM/marketing activities by defining market sectors and customer selection based on customer profiling and segmentation
• Identify and analyze internal, external, or multi-source audience data and opportunities that support business decision and campaign activation, from planning phases through activation.
• Create prospect and nurturing lists, and support internal teams into activating them appropriately and regularly
• Identify key trends and factors influencing customer behavior, like consumption and brand loyalty
• Lead CRM data research and B2B CRM Analytics covering owned and paid channels to find correlation between different types of data and provide insight into the effectiveness of sales and marketing campaigns (e.g. email marketing, telemarketing) in order to steer channel management decisions
• Manage and analyze customers’ data, such as registration, sales records, purchasing history, and service history, product inquiries and complaints
• Deliver insights into customer relationship management and a comprehensive customer life cycle.
• Provide relevant input to profile based marketing initiatives, to reach the right customer at the right moment with the right message, focus on audience engagement, growing revenue in digital channels and influence the strategy towards the use of audience data across all channels
• Conduct assessment of CRM programs and promotional activities according to efficiency and profitability, provide timely and accurate monthly reporting of KPI
• Be a key influencer by understanding and developing customer analysis solutions and applying to business challenges
• Lead fast paced projects and be comfortable with communicating key findings to senior stakeholders across the business
• Use insight to develop audience selections for email activity across the business, ready for use by marketing teams in their campaigns.  
• Understand results and optimise audience selections
• Seek opportunities to improve performance and knowledge, demonstrate impact of innovation and year on year improvements
• Work alongside colleagues in the marketing and data teams and wider analytical community to develop best practice in customer insight management and techniques
• Understand the future of direct and digital marketing technology, channels and techniques, seeking to build opportunities to bring in best practice

Skills: Customer Segmentation & Profiling, CRM Data Analysis, Campaign Management, Insight-Driven Strategy, KPI Reporting, Cross-Functional Collaboration, Marketing Technology Proficiency, Audience Data Utilization

• Provide day-to-day end user support via cases raised on Salesforce.com
• Defines user profiles, updates permissions, sharing rules, public groups, dashboard folders, e-mail template folders, etc.
• Setup new users in Salesforce.com
• Collaborate with business analysts and developers to deliver changes and solve system issues.
• Execute basic changes in Salesforce.com in adherence with the change process (workflows, assignment rules, new fields, etc.).
• Creates custom reports & dashboards
• Participate and sometime lead user acceptance testing for major projects.
• Provide best practices and ongoing support to the business and other team members on how to leverage tools and systems.
• Build a strong understanding of the customer, market and business strategy
• Become an expert in data and how this can be used to optimise selections and personalisation
• Be the CRM technical subject-matter expert, providing ideas and recommendations to enhance, evolve or better use email templates to meet promotional needs.
• Make required changes to templates.
• Create and develop new email templates
• Develop strong understanding of email/CRM platform, understanding capabilities and limitations.
• Design and program automated reports including email performance and engagement metrics, acquisition and attrition.
• Provide reporting on a regular basis and share with team by campaign and trending over time.

Skills: Salesforce Configuration, User Support & Training, Custom Reports & Dashboards, CRM Best Practices, Data Analysis & Optimization, Email Template Development, Automated Reporting, System Change Execution

• Manage the execution of CRM emails in support of the broader CRM objective to deliver a personalized, relevant experience and grow the company's financial and emotional relationship with customers through targeted, relevant emails and content.
• Accountable for the development, audience set-up, deployment and reporting of CRM emails.
• On time development and deployment of emails
• Design, development and enhancement of email templates to meet business and promotional needs
• Timely email performance reporting
• Developing and deploying CRM emails 
• Manage email execution timelines ensuring all assets and email requirements are supplied on time.
• Using provided content, copy and images, build emails for the various subscriber groups and email properties including Loyalty program related emails.
• Perform quality assurance on the back-end email code to ensure accurate copy, images, links and UTM tracking.
• Deploy email proofs and make changes as required by business stakeholders.
• Set up audiences for each email including targeting based on defined criteria, setting up A/B testing and selecting control groups
• Set up approved emails for deployment, either scheduling or manually deploying.
• Manage Telus access permissions for the CRM Team including setting up new users and resetting passwords.
• Submit and manage all CRM-related Telus service requests.
• Enhancing and building new email templates 

Skills: Email Campaign Management, Audience Segmentation, CRM Strategy Execution, Email Template Design, Performance Analytics, Quality Assurance, Content Integration, Access Management

• Previous experience in database design/database marketing and direct experience with a CRM is preferred
• Previous experience with a sports team database
• Knowledge of Ticketmaster's Archtics ticketing system
• Understanding of relational database in a CRM
• Strong attention to detail, grammar and punctuation skills, and knowledge of grammar rules
• Presents self in a professional manner and have the ability to interact with all levels of the organization and outside contacts
• Excellent communication skills including written and verbal, ability to present ideas clearly and concisely
• Ability to maintain the highest level of confidentiality
• Strong Interpersonal skills - listens to others, works well in a team environment
• Planning and organizing - can prioritize work activities and uses time efficiently
• Adaptable - adjusts to change in the work environment and manages competing demands
• Dependable - consistently at work on time, follows instructions, and responds to manager’s instructions
• Ability to work extended hours including Spectrum Arena events, all Hornets home games, nights, weekends, and holidays

Qualifications: BA in Communication with 6 Years of Experience

• Experience with Salesforce.com, within Lightning experience.
• Salesforce.com certifications (ADM201, ADM211) 
• Asset Management industry experience
• Experience in using bulk data load techniques
• Desire to work in fast-paced delivery-focused environment
• Strong business, problem solving, and analytical skills. 
• Ability to think creatively to offer innovative solutions for business needs
• Strong team player
• Excellent communication skills
• Independent, self-starter requiring little supervision to complete tasks
• Prefer experience with any of the following: SQL, GCP, Adobe Campaign
• Proficient with Microsoft Excel
• Problem solving & troubleshooting capabilities
• Ability to work effectively in a team environment
• Strong detail orientation, business acumen

Qualifications: BA in Marketing with 6 Years of Experience

• Strong strategic & analytical capability, with solid CRM knowledge and experience in cosmetic industry. 
• Familiar with database software, such as SQL, Neolane or other CRM Campaign Management tool.
• Excellent data analytical and project management skills.
• Good understanding of business
• Solid consumer and product knowledge
• Perfectly bilingual in Mandarin and English and in both written and oral communication
• Experience managing and/or delivering IT solutions
• Strong analytical skills and ability to think outside the box
• Experience with configuration and support of Banner ERP and Salesforce CRM
• Ability to work in a fast-paced environment
• Ability to frame decisions based on key organizational metrics such as business impact, ROI, etc.
• Excellent oral and written communication skills
• Ability to communicate technical items in a manner that allows the most non-technical person to understand
• Ability to translate business needs into technical requirements
• Demonstrated ability to lead initiatives within a technical and non-technical setting

Qualifications: BS in Computer Science with 3 Years of Experience

• Demonstrated ability to work with individuals at all levels of the organization
• Experience acting as the liaison between business and IT staff
• Experience within the systems development lifecycle
• Strong project management skills
• Desire to work as part of a team
• Ability to work on multiple projects simultaneously and adjust priorities based on institutional need
• Desire for continual professional growth and self-motivation to achieve goals
• Ability to set and meet aggressive deadlines and be responsive to planned and ad hoc requests.
• Collaborative team player with excellent communication and problem-solving skills with demonstrated experience working with varying levels of leaders and subject matter experts
• Flexible hours required to implement strategy, enterprise initiatives and execute deliverables
• Must be flexible in coming in early, working late or during non-work hours 
• Experience with Ellucian Banner ERP and/or higher education 
• Experience as a project manager, consultant and/or business analyst with an information technology background
• Experience of delivering enterprise information technology solutions

Qualifications: BA in Business Analytics with 5 Years of Experience

• Professional experience in an analytically-driven role
• Strong proficiency in SQL and/or experience with Python or R
• Proficiency with data visualization tools
• Experience with digital marketing measurement methods and concepts
• Strong interpersonal skills and ability to work cross-functionally
• Ability to communicate and influence both technical and non-technical audiences
• Expert in CRM systems
• Fluent in SAP and understands how to communicate data with a CRM platform
• Outstanding precision and attention to detail
• Good judgement in regard to investment vs return when driving a project
• Prior business experience, preferably in Sales or Product Management
• High level of interest and the ability to acquire deep understanding of customer markets
• Attention to detail and an ability to understand and maintain a very complex operating structure.
• Excellent communication skills and collaborative team player
• Able to work quickly without compromising accuracy

Qualifications: BS in Information Systems with 3 Years of Experience

• Experience using CRM systems (such as Microsoft Dynamics 365)
• Dashboard creation, data visualization, reporting functions and data mining
• Advanced Microsoft skills including Word, Excel and PowerPoint
• Delivering and communicating to a broader audience, written and verbal
• Demonstrated time management, prioritization, and organization skills
• Strong analytical and business acumen skills
• Experience working with email marketing campaigns and nurture journeys
• Familiar with advanced reporting and toolsets such as SQL, XML, PowerBI
• Adept at identifying data trends, report writing/visualizations and presenting and influencing insights and findings to leadership
• Strong technical aptitude and ability to connect dots between business requirements and outlining functionality within technology solutions
• Experience with SF Maps or similar territory management software
• Excellent Excel and analytical skills, experience with SQL
• Enjoy working in a fast paced and dynamic enviornment
• Experience with Oracle Territory Manager/Resource Manager, or similar system 
• Experience with complex data management and calculations

Qualifications: BA in Communication with 3 Years of Experience

• Previous experience with Microsoft Dynamics CRM
• Experience developing functional project artifacts such as functional requirements document, use case document, requirements definition and business process flows
• Knowledge of business needs and requirements assessment techniques
• Experience creating test strategy, plan and detailed test cases
• Experience executing user acceptance testing and other test plans
• Experience working with all phases of the Software Development Lifecycle (SDLC) process
• Understanding of Microsoft Dynamics CRM integration methods (BizTalk, Web Services, or Scribe)
• Ability to handle multiple projects and assignments simultaneously and effectively in a cross-functional team environment
• Demonstrated ability to manage own workload and communicate needs of projects to team and supervisors
• Familiarity with software version control, release tools, and methodologies
• Demonstrated strong analytical and problem-solving skills
• Demonstrated ability to work effectively as part of a team
• Must possess excellent customer interaction, collaboration, presentation, and written and verbal communication skills
• Demonstrated intermediate experience with Microsoft Office applications, including Word, Excel, Outlook (or another email client), and PowerPoint

Qualifications: BS in Information Systems with 2 Years of Experience

• Excellent Excel, Word, and PowerPoint skills
• Working knowledge of SQL
• High levels of accuracy and attention to detail
• Excellent communication skills with the ability to present complex data clearly to the teams across the business
• Excellent teamwork, planning, and organizational skills
• Ability to manage own workload
• Experience in Tableau or other data visualization tools 
• Additional experience in retail or consumer goods
• Excellent understanding of key marketing performance frameworks and measures for marketing
• Analyzing ROI and effectiveness of marketing spend
• Designing and implementing best practice marketing capabilities
• Analytical skills used to derive insight from complex and varied information sources and the ability to draw sound recommendations

Qualifications: BA in Business Analytics with 5 Years of Experience

• Experience relating to data analytics, with CRM, marketing, or E-commerce exposure
• Strong analytical abilities, numerate and familiar with statistical algorithms
• Expert in using analytics & query tools e.g. Alteryx and data modelling techniques
• Proficiency in data visualization tools, ideally Qliksense
• Basic knowledge of Python / R
• Knowledge of AWS cloud analytic service 
• Experience in data governance / agile analytic delivery 
• Team player with strong communication & interpersonal skills, able to share effectively across different business streams
• Curious, meticulous, self-motivated and strong continuous improvement mindset
• Solid business process design and business process re-engineering skills
• Understanding of marketing strategies
• Good knowledge of the different roles and capabilities across marketing functions

Qualifications: BS in Computer Science with 3 Years of Experience

• Knowledge of and the ability to utilize CRM tools, concepts, principles, and practices of researching and data collection and analysis.
• Skilled in communicating effectively verbally and in writing.
• Ability to establish and maintain effective working relationships.
• Ability to effectively manage multiple projects simultaneously that vary in nature and complexity.
• Ability to understand and perform standardized and statistical computations.
• Ability to demonstrate effective customer service skills.
• Ability to demonstrate aptitude in analytics, extracting the most salient strategic insights from research findings while paying close attention to details.
• Experience of creating and maintaining quality visualisations and dashboards using tools such as Tableau, Spotfire, PowerBI or Qlik Sense
• Experience of analysing large data volumes using such tools as SQL, R, Python, SAS or Alteryx
• Ability to lead analytical projects and manage delivery to a broad group of stakeholders
• Be an organised, multi-tasker 
• Ability to articulate analysis for a non-technical audience with clarity and in an engaging way
• An understanding of direct marketing techniques, campaign selection and analysis processes

Qualifications: BA in Marketing with 5 Years of Experience