Head of CRM and Owned Channels EMEA
PayPal
- Central London / West End City
- 28,000-29,999 per annum
- March 20, 2019
- Permanent
About the Job:
Primary Job Responsibilities:As a key leader in the EMEA Marketing Team, reporting to the EMEA Director of Marketing Channels & Capabilities you will: • Define, lead and implement a CRM Marketing Transformation towards full customer and prospect centricity in order to further the delivery of strong customer growth across our consumer (B2C) and merchant segments (B2B) • Lead, conceive and implement two of the most important chapters of a major change management program for the region, through practice transformation and large scale implementation of industry leading marketing systems: o Transformation of EMEA marketing data strategy and usage across all marketing channels, including the evolution of PayPal EMEA marketing data infrastructure, tools and integration with all marketing channels and datamart o Transformation of the EMEA practice around eMail channels and owned channels, including the integration of a new Email Service Provider and new publishing technology with a specific focus on mobile • Supervise and run through your teams, partners and agencies: o EMEA marketing data strategy execution and operations o EMEA owned channels publishing, including eMail • Partner with four B2C & B2B sub regional marketing organizations, two customer lifecycle teams and several other stakeholders in EMEA & globally. Deliver on KPIs directly and collaboratively through the other groups • Deliver scale and marketing excellence for programs for more than 130 markets in 17 languages.
Job Requirements:
Additional responsibilities:
- System and operations responsibility.
- Full regional vendor management, including financials, quality, negotiation, SLA definition and enforcement, performance incentivization and collaboration, budget & best practices
- Direct management of 3 expert team members and large agency group
- Regularly report and communicate results and plans to the business
Experience required:
- Deep leadership and operational experience of the marketing function & proven successful experience in running multi-country marketing operations in a digital, mobile and global environment in roles such as: Head of Marketing, Head of Regional Marketing , Marketing Director, Head of Customer Marketing, Customer Marketing Director, Head of CRM, Director of CRM, Head of Digital Marketing or Director Digital Marketing
- Expertise in CRM, customer data strategy, data management, content management, onsite personalization, direct marketing, analytics, email operations and technical infrastructure; structuring transformation and rationalization of multi-country marketing organizations, system integration, with a focus on workflow effectiveness and quality; implementing re-engagement and retention strategies; customer acquisition, conversion
- Leadership experience with proven ability to influence senior management
- Mobile first
Education: MSc required, PhD a plus
Skills & Abilities:
- Data, data integration, data and system integration strategy, Email Service Provider, CRM, omnichannel marketing, online commerce and content marketing skills
- A proven track record of delivering results via multi-touch customer lifecycle
- Proficient in project management and analytics
- Process and data driven with a strong customer sense
- Ability to prioritize & organize
- Ability to operate independently and drive company initiatives at senior management levels
- Ability to navigate the matrix and communicate effectively
- Ability to interpret results and recommend appropriate action
- Exceptional leadership skills in managing talent directly and remotely
- Excellent at directing and motivating external vendors
- Best thrives in an environment fostering inclusion, innovation, wellness and collaboration
- An enjoyable, open, positive and collaborative personality is a strong plus
Knowledge:
- Customer acumen, ideally both consumer and B2B
- Full English proficiency is a must, proficiency in one or more EMEA languages and multi-cultural experience is a strong plus
- Strong working knowledge of platform marketing & website optimization
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