Group CRM
Within the Group Customer Experience & Value Proposition function, we are looking for a talented and proactive resource to join the team.
Key responsibilities
of the role will include: Develop and evolve the Group CRM, customer contact, and engagement strategy. Define and oversee customer view, consents & preferences management. Define customer contact principles and governance across the customer lifecycle. Shape the roadmap for CRM and marketing technology capabilities. Establish best practices for customer journeys, segmentation, personalization, triggers and omnichannel engagement. Partner with Group IT, Data, and Enterprise Architecture to design scalable and future-ready solutions. Evaluate emerging technologies and AI capabilities to identify opportunities for innovation and business value.
Support markets with frameworks, guidance, and capability development to drive consistent adoption. Monitor capability performance and recommend continuous improvements. Ensure CRM and marketing technology capabilities align with business strategy, customer experience objectives, and enterprise architecture. Represent Customer and Marketing in cross-functional technology initiatives and influence technical decisions through strong domain expertise. Define enterprise standards, policies, and operating models for CRM, campaign management, and customer engagement. <
Key responsibilities
of the role will include: Develop and evolve the Group CRM, customer contact, and engagement strategy. Define and oversee customer view, consents & preferences management. Define customer contact principles and governance across the customer lifecycle. Shape the roadmap for CRM and marketing technology capabilities. Establish best practices for customer journeys, segmentation, personalization, triggers and omnichannel engagement. Partner with Group IT, Data, and Enterprise Architecture to design scalable and future-ready solutions. Evaluate emerging technologies and AI capabilities to identify opportunities for innovation and business value.
Support markets with frameworks, guidance, and capability development to drive consistent adoption. Monitor capability performance and recommend continuous improvements. Ensure CRM and marketing technology capabilities align with business strategy, customer experience objectives, and enterprise architecture. Represent Customer and Marketing in cross-functional technology initiatives and influence technical decisions through strong domain expertise. Define enterprise standards, policies, and operating models for CRM, campaign management, and customer engagement. <