Design jobs in Malaysia

Job Description - Assistant Manager, CRM Journey Specialist (MER0003VO4)

Description

OBJECTIVE OF JOB

As CRM Journey Specialist, you will be responsible in overseeing and optimizing holistic, data driven customer journey across various touchpoints, ensuring that the customer experience is seamless, personalized, and engaging, with Salesforce as the CRM platform with business goals, CX strategy, campaign management, and market management.

JOB DESCRIPTION

• Steer and collaborate with MX/DAE team to build, test and deploy the Contact Strategy Blueprints for markets whilst ensuring the technical feasibility during the implementation and optimization of the customer journeys.
• Collect & Analyze business requirements (including functional & non-functional requirements), design & create business solutions closely with business partners based on needs.
• Strong understanding of local marketing needs, audience strategy, and articulating the business benefits by regularly consulting the markets.
• Cross-stream alignment, closely collaborating with other development teams on CRM improvements (Salesforce CRM, Business Intelligence and Analytics, Web Operations, Social) as well as stakeholders from Sales and Marketing, Customer Services, MB Mobility, Vans.
• Design and setup overall Quality Assurance (QA workflow and framework, Test Cases, Test Scripts & documentation). Continuous enhancement of QA governance of agency, workflow and processes to ensure compliance and quality, including accurate and up-to-date documentation.
• Set and monitor KPIs, and consult market stakeholders proactively to deliver effective CRM communications & performance.
• Implement and manage campaign, project and market management workflow, to manage agency and deliverables, and ensure on-time delivery to the market and stakeholders.
• Ensure market operations and plan are implemented - working closely with markets to maintain up-to-date status on in-scope CRM activations (always‑on and campaigns, maintenance of live always‑on journeys), and gather feedback on market CRM Performance KPIs and optimization including key observations, action plans on areas for improvements.
• Responsible to create up-to-date training materials & enablement, documentations.

EDUCATION LEVEL/TRAINING

• Technical Education in IT/Computer Science
• Bachelor degree in Communications, Marketing, Information Technology or a related discipline
• Master’s degree in Communications, Marketing, Information Technology or a related discipline (Optional)

EXPERIENCE OF

• 4-7 years of overall work experience
• Ideally 3+ years of Salesforce portfolio/similar experience
• Experience working with all Marketing Cloud Builders and Studios, including Cloud Pages, Smart Forms, Tracking, Email Studio, Social Studio, Journey Builder, Contact Builder, Audience Builder, Mobile Studio, Automation studio
• Experience in holistic data-driven personalized 360° customer marketing approach and data driven customer journey creation, journey development, ideally with automotive background
• Experience in working in multi-platform environments that require orchestration of data across different systems to enable marketing campaigns.
• Understanding of overall Salesforce tech landscape
• Ability to elicit and translate local market Business and technical requirements and provide optimization strategies and solutions that can scale across multiple business units
• Experience utilizing Journey Builder with thorough understanding of Audience Builder configuration
• Industry experience (optional)

SPECIFIC KNOWLEDGE/SKILL

• Salesforce Marketing Cloud
• Experience within e-commerce platforms & martech tools
• Experience working with many markets / international client experience is a plus!
• Good understanding of audience strategy and personalization
• Good team player and excellent analytical problem‑solving skill.
• Self‑motivated, result‑oriented, hardworking and able to work under pressure.
• Customer service oriented and strong service mind.
• Fast learner, independent, with high creativity thinking.
• Good communication skills, ability to communicate and develop relationships across all levels of the organization and cross culturally.
• Good English communication both writing (including presentation slides) and speaking