The Weir Group PLC

  • 2018-18667

    Posted Date 2 weeks ago(6/7/2018 4:46 PM)
    Title
    CRM & Retention Marketing Strategist
    Job Location
    US-TX-Fort Worth
    Shift Schedule
    Day
    Manages Others
    No
  • Company Profiles

    Weir has been in business since 1871 and our sustainability and success has been built on attracting, retaining, and developing exceptional people.

     

    As a global company, employing around 15,000 people in over 70 countries, we reflect the diversity of our customers in the diversity of our people and ensure everyone is given the opportunity to flourish regardless of their gender, race, beliefs or background.

     

    Weir is an inclusive and innovative organisation where you can be your authentic self. We continually develop our talent and diversity of thought to keep our business relevant, innovative and successful for the future.

     

    Enabling our people to unleash their full potential is central to ‘We are Weir’, our vision, mission, and strategic priorities. We aim to be the most admired engineering business in our markets and we'll achieve that ambition by being the employer of choice in our markets.

     

    We offer a wide range of career opportunities across a variety of technical and business roles in engineering, manufacturing and service locations worldwide.

     

    Business Need / Purpose of Role

    The CRM Retention Marekting Strategist should have a passion for delighting customers through every step in the customer journey. Responsible for developing the customer satisfaction survey program and implementing the program through SalesForce. Once survey program is underway this person would analyze the data to develop recommendations for customer journey improvement. Additionally they would develop customer retention communication programs and work with customer facing team members to develop account based marketing programs (ABM’s). Support Product Management Team in developing VOC programs to support product development process in line with customer needs.

    Objectives & Measurement - Key Responsibilities

    Objectives:

     

    • Develop customer satisfaction surveys and implement program
    • Analyze our entire customer experience, identifying key touch points where we can optimize activation and retention for our ecommerce business
    • Develop, implement and optimize customer lifecycle strategies that maximize repeat purchase rate and lifetime value
    • Build automated customer communication programs, like email, in conjunction with other sales communications to customers.
    • Track and report on the effectiveness of customer communication programs and our segmentation strategies; set and monitor all of our retention KPIs
    • Support product management in developing effective voice of customer (VOC) programs 

    Job Knowledge / Education and Qualifications

    Education and/or Experience:

    Bachelor’s or master’s degree in marketing communication, business or related filed. At least 5 years of industry experience. 3-6 years of customer retention program development and/or customer survey/VOC programs. Experience working directly with CRM systems and tools to execute retention initiatives. Excellent communication and presentation skills, with an ability to synthesize complex findings into digestible forms

     

    Language Skills:

    Ability to read, analyze, and interpret the most complex documents. Ability to respond effectively to the most sensitive inquiries or complaints. Ability to write speeches and articles using original or innovative techniques or style. Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management.

     

    Mathematical:

    Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

     

    Reasoning Ability:

    Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

     

    Computer Skills:

    The incumbent should have knowledge of the following software: Must possess moderate to high level of computer literacy in Microsoft office products, internet searches and internet navigation.

     

    Physical Demands:

    The employee must occasionally lift and/or move up to 15 pounds.

     

    Work Environment: T

    he noise level in the work environment is usually quiet. In certain areas of the facility personal protective equipment (PPE) may be required, including safety glasses and steel-toed shoes, and ear plugs.

    Core Competencies

    Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.

     

    Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

     

    Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.

     

    Strategic Thinking - Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.

     

    Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.

     

    Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

     

    Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention.

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