NZ CRM Manager

Amplifon; Auckland; Hybrid; NZD 120,000 - 160,000; Full time

Job summary

Amplifon NZ is seeking a CRM Manager to lead data-driven CRM strategy and personalize customer journeys across channels. You will build comprehensive databases, segment customers, and work with the Contact Centre to implement targeted communications.

You will analyze performance, manage external agencies, and develop platforms to maximize campaign ROI. The role requires strong analytics, stakeholder management, and a hands-on approach to omnichannel marketing.

Qualifications

• University degree in Business, Marketing or Communications.
• Minimum of 6 years’ CRM strategy experience.
• Strong knowledge of CRM best practices and data-driven decision making.
• Experience in Telecommunications, Energy, or Insurance is a strong plus.

Responsibilities

• Analyse data to design the CRM strategy and manage personalized relationships with customers and prospects.
• Develop CRM programmes and deliver segments into Contact Centre teams to market.
• Review KPI performance and refine strategy to improve ROI.
• Oversee management of external suppliers such as CRM support, creative agency, printers, mail house and data suppliers.
• Develop and manage budgets (Opex/Capex) for CRM initiatives.
• Develop segments, targeting, sequencing, and personalization for campaigns.
• Develop platforms and systems for CRM and integration with other front-office systems.
• Support Power BI marketing reporting suite.
• Deliver targeted campaigns to nurture customers and drive first and repeat purchases.
• Collaborate with country CRM teams to gain learnings for the NZ market.

Skills

CRM strategy

Omnichannel campaigns

Data analytics

Power BI

Stakeholder management

Adobe Marketing Cloud

Project management

Education

University degree in Business, Marketing or Communications

Tools

Power BI

Job description

Position Overview

Currently we are looking for the NZ CRM Manager.

Position Overview

Currently we are looking for the NZ CRM Manager.

Reporting to the Head of Marketing, the CRM Manager will analyse data to design the strategy and to manage personalized relationships with customers and prospects. It builds thorough databases, analyses customers and defines micro-segments to treat them in a personalized way with one to one communications.

Key Responsibilities

• Develop insight into database and segments to deliver relevant segmentation, offers and communications
• Develop CRM strategy and programmes and manage CRM and supply relevant segments into Contact Centre teams to deliver to market
• Review and report on all KPI’s and continually refine strategy to improve performance and ROI
• Oversee management of external suppliers such as CRM support, creative agency, printers, mail house and data suppliers
• Manage Opex and Capex budgets effectively
• Develop targets and forecast delivery from all CRM initiatives and Contact Centre calling.
• Develop Adobe and other integrated platforms to maximise performance
• Develop deep understanding of the Customer lifecycle and CRM database to identify opportunities for improved performance
• Delivering effective personalised and targeted campaigns to nurture, creating customer journeys to encourage first purchase and drive repeat purchase.
• Work with corporate CRM and other country CRM teams to gain learnings and insight for the NZ market
• Develop and implement new segments, delivering effective personalised and targeted campaigns.
• Develop and implement refined targeting, segmentation, sequencing, relevancy of offer and communication and channels Improve conversion rates through rigorous test and learn.
• Management of data and data hygiene activity. Ensure Marketing Association best practice and relevant privacy and other laws are being adhered to
• Develop platforms and systems e.g. CRM, front office systems, TM platform systems for improved outcomes both internally and for the customer
• Support development of Power BI marketing reporting suite
• Manage or support other marketing projects or ad hoc requirements

Skills

• Ability to manage a high volume of omnichannel CRM campaigns;
• Strong work ethic and ability to work with cross functional and multicultural teams;
• Excellent written and verbal communication skills;
• Ability to manage and prioritize competing demands with a customer-focused and outcomes-cantered approach;
• Attitude for KPI monitoring;
• Adaptable to a dynamic environment with rapidly changing priorities;
• Demonstrated understanding of project management and process management;
• Internal / external stakeholder management;
• Knowledge of Adobe Marketing Cloud is a plus;

Education & Experience

• University degree required in Business & Administration, Marketing, Communications
• Minimum of 6 years’ experience in executing CRM strategy
• Strong knowledge of CRM and marketing best practices, processes, and tools within customer-centric organizations
• Proven experience working with data and analytics to inform decision-making and campaign optimization
• Industry experience in Telecommunications, Energy, or Insurance is a strong plus

Putting People First

One of the ways we amplify careers is by helping our people achieve their full potential. We do so by providing constant constructive feedback and training opportunities that empower our people to excel.

In addition, if you’re ready to put in the hard work, we’ll make sure your dedication and achievements are recognised.

Ready to take the next step in your career? Amplify your purpose with Amplifon!

As an employer that embraces Equal Opportunity and promotes inclusion and diversity, we encourage people of all ages and backgrounds to apply.