CRM Executive, MEC

BAT is evolving at pace - truly like no other organisation.

To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!

SENIORITY LEVEL: G34

FUNCTION: Marketing

LOCATION: Jeddah, KSA

ROLE POSITIONING AND OBJECTIVES

The role is responsible for for driving the Customer Care Relationship Management of new categories to ensure a best-in-class execution of the consumers’ journey, driving smooth consumer experiences, and reporting.

• Manage day to day administration of Hubspot CRM system
  
  
  
  • Consumers’ data entry and hygiene check.
  
  
  • Ensure consumers’ data integrity and availability for CRM plans.
  
  
  • update and append any necessary information to leads and contacts
  
  
  • Build the briefed segments’ data conditions on HubSpot.
  
  
  • Workflows and marketing automation set up.
  
  
  
  


• Reporting of digital touchpoint results through Hubspot, driving insights and action plans to improve


• Development of Digital calendar in line with cycle and brand plans
  
  
  
  • Set up of emails including scheduling, UTMs, creating, and QA and A/B testing.
  
  
  • Set up of SMSs on hubspot and other system
  
  
  • Connect the created touchpoints to the Journeys.
  
  
  • Briefing creative agency for required assets, reviewing and feedback
  
  
  • Ensure compliance with briefed content.
  
  
  
  


• Development and ownership of Consumer Journeys
  
  
  
  • Development of consumer journey post-acquisition to ensure consumers are properly integrated into our brand through call center, emailer and SMS
  
  
  • Development of hyper care content and optimizing it based on market changes and consumer pain points
  
  
  • Manage and train call center agents
  
  
  
  

Reports to: Consumer Experience Manager – MEC   

Geographic Scope: Middle East Cluster

WHAT YOU WILL BE ACCOUNTABLE FOR

• Dealing with agency on a day to day basis to ensure content is as per the brief requirements


• Dealing with internal stakeholders to update and showcase strategy for cycle plan


• Driving overall CRM strategy & implementation within MEC


• Develop and implement customer retention programs to reduce churn


• Monitor and analyse customer feedback to identify areas for improvement


• Track and report on the effectiveness of CRM initiatives and campaigns


• Supervise Call centre agency  to ensure consistent and positive customer interactions across all touchpoints

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

• Bachelor’s Degree required


• Knowledge of email campaign management tools, specifically Hubspot Marketing as well as CMS/backend standard email templates (Shopify)


• Retrieval and uploading of data files to/from multiple systems and environments.


• Proven agility and capability to work in changing dynamics


• Strong problem-solving skills. Effective oral and written communication with work teams and other resources to accomplish goals. Excellent interpersonal and team skills


• Innovative, resourceful, and collaborative


• Initiative to work independently and proactively


• Preferably with Agency Background

WE ARE BAT

At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.

• Global Top Employer with 53,000 BAT people across more than 180 markets


• Brands sold in over 200 markets, made in 44 factories in 42 countries


• Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations


• Diversity leader in the Financial Times and International Women’s Day Best Practice winner


• Seal Award winner – one of 50 most sustainable companies

BELONGING, ACHIEVING, TOGETHER

Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference!