Global eCRM Manager

Indicia Worldwide is an insight and technology led communications agency with global production expertise.

Why we exist : We create new value

At Indicia Worldwide, our philosophy is one of ‘creating new value’. We create new value at every step of the journey that a brand takes to market, by driving an increase in marketing performance and reducing costs in marketing execution. For our clients and their customers, we are building mutually-beneficial partnerships. We see this proposition, built around the perfect balance of efficiency and effectiveness, as pioneering, entrepreneurial and, above all else, sustainable.

Our substantial investment in our technology and data science capability, and resource, provide our differentiation in the market place. Data insight and marketing technology gives us the ability to measure our work, evidencing ROI as the most critical metric in today’s environment.

We see ROI where others don't. We are the only agency that combines creative, data and technology talent with production and procurement expertise to improve your marketing performance and efficiencies. We realise ROI for our clients by enabling them to deliver more engaging, cost-effective and sustainable customer experiences.

As a business we draw on a rich heritage from the worlds of print, creative production, retail, data, digital, tech and creative, bringing these disciplines together to support global brands with their omnichannel marketing activation needs.

We believe in what we do. We believe this proposition makes us unique. We have the capacity to re-define the way marketing is activated for our clients across the globe. Now, and well into the future.

The output : Improved client performance from engaging consumers with brand ideas better, faster and more cost effectively, across every step of the journey that a brand takes to market.

Purpose of the role

Indicia Wordwide has a long term, successful relationship with JTI (Japan Tobacco International). We partner with our client across their Global HQ marketing team (Geneva) and also directly with local markets. We work with JTI across their smoke-free products.

A core part of this relationship is the channel orchestration requirement that is critical to the Global Team. We provide analysis and strategic recommendations across all digital and data led customer channels to drive optimisation and effectiveness.

We have a a vacancy for an eCRM focused co-ordination role that will involve direct partnership and liaison with the client and agency teams.

The role will drive a comprehensive and consistent approach across all markets to ensure a meaningful sequence of eCRM communications for consumers. The focus will be on orchestrating CRM across key outbound channels while ensuring alignment with broader digital channel coordination, including media and website personalization for data-driven audience segmentation and activation.

Core requirements :

• Extensive experience in CRM, digital media, or cross-channel activation.
• Proven expertise in CRM strategy and first-party data activation in digital. Hands-on experience with CDP and Marketing Automation (MA), Adobe Campaign experience preferred. Solid experience to deploy eCRM campaigns and strategy in markets.
• Strong stakeholder management skills with a provenability to align teams to solve complex problems
• Very good interpersonal skills as well as ability to act as facilitator of information between HQ and markets

Core responsibilties :

• Lead eCRM sequencing across key programs for a structured consumer journey. Short-term objectives include ensuring proper Gen4 lifecycle campaigns and ad hoc initiatives (sticks and device transition).
• Help achieve the next step for first-party data activation strategy and the collaboration between different key digital channels, focusing on CRM’s role in cross-channel activation.
• Support market governance and eCRM strategy market deployment by ensuring structured coordination between HQ and local markets, aligning efforts, and maintaining consistency in execution.

Skills, knowledge, experience and exposure

• Extensive experience in CRM, digital media or cross-channel activation
• Expertise in CRM strategy and first-party data activation in digital.
• Hands-on experience with CDP and Marketing Automation (MA), Adobe Campaign experience preferred.
• Solid experience to deploy eCRM campaigns and strategy in markets
• Strong stakeholder management and ability to align teams with problem-solving ability.
• Outstanding interpersonal skills as well as ability to act as facilitator of information between HQ and markets

The softer skills that we believe, will help you thrive in this role :

• Ability to prioritise company goals, workload, and deliver on these priorities
• Ability to understandthe relationship between Global HQ and Local Markets, their goals and objectives
• Analytical mind to provide insight and value to the business
• Be a subject matter expert in CRM, and keep abreast of new and emerging trends
• Understand “What’s next” and provide recommendations to enhance JTI’s CRM offering
• Leadership ability to drive through the implementation of strategy and plans
• High level project management skills to deliver accurately and on time
• Develop key stakeholder relationships with the Global team, markets and external stakeholders

Temperament for the role

• You need to be calm under pressure, and be able to orchestrate the various teams to fullfil company CRM goals
• You need to understand the nuances around working across multiple markets – such as languages, work patterns, cultures etc
• You will be forward thinking, and will strive for continued excellence.

Role Requirements

The role requires frequent liaison with, and management of, stakeholders and contacts across global markets and a global HQ office (Geneva). The ability to work remotely and also to be able to travel to Geneva at frequent intervals is essential.

The confidence and experience to manage varied stakeholders, marketing channel experts, agency leads and local / regional marketing leads is a key expectation of the role.

Willing to be based within the client office and its communication structures is essential.

We are an equal opportunities employer and as such, will make any reasonable adjustments to accommodate the needs of all candidates. If you have any such needs or requirements in the context of your interview, please notify us so that we can make the appropriate arrangements.