Manager, CRM Resume Sample
Dana Reichert
21751 Schaefer Port,
San Francisco,
CA
+1 (555) 771 2008
Work Experience
Manager CRM
06/2016
-
PRESENT
Boston, MA
- Rapidly evolve current product capabilities to maintain and extend industry leadership.Maintain a product backlog of top priority mobile-related content.Act as a Product Owner in Pega’s agile Scrum process
- Your social styles are being driven, self-starter, a problem solver, real teammateand a networker
- Manage function responsible for daily experimentation management operations including defining test design, communication of test execution details and managing centralized experimentation calendar reflective of all experiments within the organization (online, offline and integrated)
- Push innovative experimentation concepts and gain traction in productionalizing test wins to optimize business strategy and execution and improve customer experience or performance efforts
- Serve as Experimentation Evangelist and manage centralized Experimentation hub that houses information for all things experimentation (documentation of processes, contacts, how to test, test results repository, etc.) and communicate key performance trends to the organization
- Drive learning and development curriculum and lead training class on experimentation to educate organization on proper experimentation approach
- Perform data analysis as needed to problem solve and to identify trends and opportunities
- Develop team members to strive to increase customer engagement, retention and business objectives
- Present recaps and updates to Senior Management team
Manager, CRM
07/2012
-
03/2016
Dallas, TX
- Manage full lifecycle of mid- to long- term projects
- Manage function responsible for daily experimentation management operations including defining test design, communication of test execution details and managing centralized experimentation calendar reflective of all experiments within the organization (online, offline, and integrated)
- Inspire a passion for analytics and the team’s ability to turn data into meaningful and actionable insights to guide CRM strategy and execution
- Provide strategic direction for programs, tools and technology to support the implementation and execution of the CRM campaign strategy
- Manage Database Operations and Analytics
- Manage Program and Services operations, External Partnerships, and Analytics
- Mine insights from the data and Test and Learn to increase sales and profibility
- Envision new programs and services that create Loyalty through desirable Consumer experiences
- Collaborate with the Digital Health Team and Customer Service to define and create the optimal Consumer Experience
Program Manager, CRM Solution Enablement
12/2005
-
02/2012
Boston, MA
- Lead customer contact strategy, utilizing intelligence from our customer database and external marketing vendors to successfully create and further customer engagement
- Develop strategic lifecycle marketing plans across email, direct mail/catalog and mobile push notification programs
- Oversee shared segmentation strategy to be utilized in both lifecycle and paid marketing channels to drive consistent 1:1 cross-channel customer communication
- Manage daily email marketing channel from end to end: calendar creation, creative briefs, segmentation and circulation strategies, forecast, testing and reporting
- Manage the direct mail channel from end to end: media buying and circulation planning, data optimization, expense management, creative briefing, testing and reporting
- Identify opportunities to improve the effectiveness of our customer communication through new and emerging channels (push notifications)
- Drive personalization efforts of the brand forward through ongoing partnership with Tech
- Create actionable reporting framework that identifies the most effective communication channels for engaging with our highest value customers
- Provide analytical support for forecasting of daily/weekly/monthly sales trends and guidance on risks to plans
Education
Pacific States University
2001 - 2005
Bachelor's Degree in Business Administration
Professional Skills
- Exemplary communication skills (written and oral), coaching skills, and demonstrated good business judgment
- Proven leadership experience and excellent negotiation skills
- Strong problem solving skills and demonstrated creative thinking
- Excellent oral and written communication skills with the ability to effectively interact with all levels within the organization
- Strong program management skillset with experience in managing concurrent multiple large scale projects
- Strong aptitude for technology and demonstrated analytical skills
- Strong creative thinking and analytical skills
How to write Manager, CRM Resume
Manager, CRM role is responsible for analytical, business, crm, customer, software, translation, reporting, quantitative, communications, organization.
To write great resume for manager, crm job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Manager, CRM Resume
The section contact information is important in your manager, crm resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Manager, CRM Resume
The section work experience is an essential part of your manager, crm resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous manager, crm responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular manager, crm position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Manager, CRM resume experience can include:
- Track record of effectively collaborating with engineering/QA to define, design and deliver product
- 25%-Leverage marketing skills and customer insight data to drive innovation across customer touch points in assigned programs
- Identify new opportunities for efficiencies using experience on prior campaign or program outcomes
- Technical skills to translate business requirements into product specifications
- Experience in obtaining and synthesizing customer feedback, assessing needs, and integrating into a cohesive design
- Experience in project scoping, planning, costing, management and execution
Education on a Manager, CRM Resume
Make sure to make education a priority on your manager, crm resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your manager, crm experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Manager, CRM Resume
When listing skills on your manager, crm resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical manager, crm skills:
- Strong interpersonal, customer service, critical thinking and problem-solving skills
- Proven ability to effectively manage projects in a fast-paced, highly demanding environment
- Good reporting and analytic skills, both quantitative and qualitative
- Excellent project management skills. (required)
- Excellent ability to transform analysis results into understandable insights. Great presentation skills. (required)
- Excellent human relations skills and ability to create and maintain high energy, highly motivated services teams
List of Typical Experience For a Manager, CRM Resume
1
Experience For Manager CRM Resume
- Fast learner, proactive working attitude and strong project management experience
- Using technical expertise and detailed understanding of system capabilities to maximize automation and process effectiveness
- Driving compliance errors to correction and ensure effective coaching has been completed
- Experience integrating Microsoft’s CRM with existing technologies (call routing software, email, WFM)
- Experience managing application development teams using diverse technologies such as including .NET, J2EE, VisualForce and etc
2
Experience For Program Manager, CRM Resume
- Experience with business analysis & requirements gathering, writing and managing use cases and functional/technical requirements creation
- Ability of working with agencies CRM/Media/Advertising and generating excellent work from them
- Highly creative with experience in identifying target audiences and devising digital campaigns that engage, inform and motivate. Mapping of Personas
- Professional experience in a marketing strategist role, with at least 3-4 years working in digital marketing
- Experience writing detailed user stories and managing a story backlog
3
Experience For Program Manager, CRM Solution Enablement Resume
- Experience in researching and understanding customer and market requirements to develop short and long term product roadmaps and plans
- Experience leveraging Microsoft’s CRM for various Marketing and external campaign needs
- Relevant experience in marketing communications/management, financial forecasting background
- Experience in an event marketing customer facing role
- Success in developing big ideas that forge strong emotional connections between consumer and brand, and supporting those ideas with thorough research
- Experience writing SQL queries to extract data from Oracle and/or Vertica
- Experience delivering to SLA based service constraints and operational metrics
- Experience in a Product Management or Consulting role
- Cultivate strong collaborative working relationships and contacts within work group, across other company functions.
4
Experience For Manager, CRM, Reebok Resume
- Define objectives and success criteria for assigned CRM programs and be able to measure results to assess effectiveness of driving search queries
- Experience in the email/CRM/Marketing Automation industry
- Experience with consumer/audience based email and development of Lifecycle Marketing programs
- Experience in CRM modeling, analytics, and campaign execution
- Master storyteller with the ability to command a room while delivering presentations and build strong relationships
- >5 years of Operations Management (external candidates) experience in Contact Center Operations managing +500 heacound
5
Experience For Manager, CRM & Programmatic Resume
- Salesforce CRM with recent experience in Marketing Cloud
- Agile marketing experience
- Develop and maintain strong direct relationships with content partners and agencies
- A strong sense of professional ethics
- Experience in project management, systems management or integration
- Work closely with creative team, segment leaders and Distributor Experience manager to create new campaigns
- Experience in financial services, specifically in Asset Management
6
Experience For Marketing Manager, CRM Resume
- Proven ability to influence business and technology leaders
- Demonstrate ability to lead with focus on continuous improvement and change management activities
- Self-starter with demonstrated capability to work in a fast-paced and deadline-driven environment
- Database/direct marketing experience
- Proven ability to derive, manipulate, synthesize, and apply findings to business problems to lift revenue and profits
- Full systems development lifecycle experience creating enterprise or commercial technology solutions using disciplined methodologies
- Experience leading software development-focused projects
- Demonstrate business savvy and ability to look at the bigger picture
- Experience in Project Management with delivery accountability
7
Experience For Senior Segment Marketing Manager CRM Resume
- Experience in communications-focused operations role
- Experience in project management or process improvement role
- Prioritize product development
- Experience in Call Center Operations
- Team sports fan with good knowledge about global & local football & basketball landscape
- Assisting in segmentation, targeting and the build of personalization capabilities across email, site, direct mail and media
- Understanding of customer analytics, CRM, digital marketing, and customer data platform
- Partnering with cross-functional teams to develop and execute programs that promote customer loyalty and re-engage lapsed customers
8
Experience For Product Manager, CRM Resume
- Establishing proper follow through on automated triggers based on customer purchase behaviors
- Understanding of how to apply technology to support business process and campaign workflows
- Working knowledge of SQL and statistical software tools: SAS, R, etc
- Assisting the Human Resources department in Recruitment process by interviewing potential hires and outlining clear job expectations
- Identifying trends and initiate plans of action to prevent client impact
9
Experience For Manager, CRM Applications Resume
- Ensuring the creative team deliver high quality and emails to the correct guidelines and specs within the timelines
- Leading one direct report
- Understanding of Humana’s systems and processes
- Spearhead lifecycle marketing strategies targeting both existing and new audiences, with a focus on Spanish-speaking countries
- Creating marketing campaigns, at least 1 or 2 years recently using Salesforce Marketing Cloud
- Comfortable developing and executing against a strategic agenda, and measuring success against clearly defined outcomes
- Support the implementation of CRM Marketing Team campaign initiatives utilizing the Salesforce Marketing Cloud tool set
- Provide ongoing troubleshooting of marketing automation tool
- Manage intermediate level enhancements and fixes including items such as adding custom fields, creating email templates, etc
10
Experience For Manager, CRM Operations Resume
- Implements the day-to-day strategy and operations support of CRM Marketing services for Warner Music’s label and artist digital marketing teams
- Collaborate with the Digital Marketing and Customer Service teams towards achieving an optimal consumer journey
- Develop, maintain and document policies, procedures and standards relating to database marketing
- Responsible for budgeting and forecasting in accordance to business operations and capabilities
- Proficiency with leading CRM and marketing automation tools and digital analytics
- Partner with the marketing operations and marketing technology teams for execution of programs
- Able to work collaboratively with other disciplines including Product Marketing, Analytics and Technology Teams
List of Typical Skills For a Manager, CRM Resume
1
Skills For Manager CRM Resume
- Strong cross-functional communication and teamwork skills
- Skilled in Statistical modelling. Excellent knowledge of SQL and R. (required)
- Demonstrated ability of taking initiative and collaborating with people
- Experience in building CRM plans and executing from start to finish, with clear results
- Experience using email marketing and related collaboration platforms
- Work experience in email marketing for a consumer e-commerce business
- Good creative intuition when it comes to messaging and designs
- Content management experience or understanding for brand communications and standard calendar
2
Skills For Program Manager, CRM Resume
- Experience managing IT staff with a CRM application
- Experience deploying CRM applications such as Salesforce or MS Dynamics CRM in a global company
- ERP experience (SAP, JDE or IFS) in manufacturing industry that use Engineer to Order, Configure to Order applications
- Experience in data mapping, system conversions, systems integration and software development
- Experience with web analytics tools such as Google Analytics/Omniture/Coremetrics
- Experience e-commerce, marketing or multi-channel retail roles
- Strong sense of managerial courage
- Collaborate with internal teams to optimize the user experience across the entire end-to-end flow
- Preparing call center performance reports by collecting, analyzing, and summarizing data and trends
3
Skills For Program Manager, CRM Solution Enablement Resume
- Delivering and managing CRM programs for world-class consumer centric businesses
- Understanding of CRM principles (our partner is Salesforce Marketing Cloud)
- Coaching and developing Team Leads and Customer Service Advisors to achieve team goals that support business strategies and objectives
- Understanding of project management process and agile framework
- Working with the client and vendor manager forecast center needs and expectations
- Defining creative scope works with peers in the creation of project specifications and time plans
- Develop Customer Journey Mapping analyzing touch points with the organization and maximizing loyalty opportunities
4
Skills For Manager, CRM, Reebok Resume
- Drive the CRM strategy focusing on campaign management, including facilitating any local content creation
- Comfortable synthesizing response data and making sound, actionable recommendations
- Work with Technology, Content, etc. on leading the development, testing and UAT efforts around new/enhanced products
- Responsible for analyzing reports and driving key KPIs that meet the expectations of the client’s SLA’s
- Accountable for the ongoing coaching and development of the Supervisory & CSR team
- Analyze and communicate operational learning's to client services and training
- Assist Manager with planning and execution related to driving subscriptions to the tool
5
Skills For Manager, CRM & Programmatic Resume
- Familiarity with concepts of database querying and SQL
- Plan and manage all activities to deliver new user target, in charge of CRM acquisition team performance (including forecast accuracy, optimization cost ect)
- Basic understanding of CRM program and member communications
- Excels working in fast-paced, competitive environment
- Define/refine segmentation and testing strategies both within and across multiple digital engagement channels
6
Skills For Marketing Manager, CRM Resume
- Facilitate design and documentation of work instructions and program scripting
- Salesforce CRM campaign management (Marketing and Service Cloud)
- Brainstorm new and creative growth strategies using Salesforce CRM
- Drive strategy around each idea in collaboration with the Digital Marketing and Analytics Manager
- Turn qualitative and quantitative data into actionable insights and present compelling and creative recommendations
- Prepare documents to communicate ideas to diverse stakeholders including to committees of Independent Distributors and executives
- Develop strategies to grow the CRM database across all consumer touch points (eCom / Retail marketing, social) in India
- Drive Marketing and Channel teams to incorporate CRM component (both data capture and leverage) into all launches and campaigns
7
Skills For Senior Segment Marketing Manager CRM Resume
- Create and implement plans for rolling out this strategy in close collaboration with all channels and the Brand Activation Director
- Works cooperatively with the sales and marketing community to develop strategic and tactical plans to facilitate and coordinate the delivery of services
- Expertise in testing processes, change management, and vendor management
- Responsible for ensuring that the implementation and production deliverables are on-schedule, on budget and within defined scope and quality expectations
- Facilitate and manage scope changes during implementation and production phases
- Maintain a proactive, mutually satisfactory relationship between Concentrix and contracted or prospective clients, focusing on stability, growth and longevity
- Provide input regarding opportunities for continuous process and productivity improvements
8
Skills For Product Manager, CRM Resume
- Manages client expectations for sold business - negotiating internally and externally
- Familiarity with Microsoft- excel, outlook and power point
- Knowledge of core CRM KPIS- driven to improve them
- Knowledge of CRM systems (email service providers, BI) and processes
- Quick learner with a bias towards action
- Highly organized multi-tasker who can seamlessly manage multiple campaigns in a fast-paced environment
9
Skills For Manager, CRM Applications Resume
- Great attitude and desire to be a key member of the CRM team
- Remain flexible and a willingness to take creative input from a variety of stakeholders
- Intellectual curiosity and willingness to challenge the status-quo
- Work with sales and directly with clients to understand the business cases behind the various CRM use cases (Sales and Marketing, Investor Relations) and how to build solutions that address pertinent problems
- Ensure that downstream processes such as entitlements, billings, legal, etc. are set up correctly for each new product
- In an analytical role, preferably within web analytics/CRM/consumer insights
- Thrive in a fast-paced dynamic environment
10
Skills For Manager, CRM Operations Resume
- Coordinate with Brand Team, Medical Team & Digital Team to ensure effective activities for CRM Acquisition, in alignment with total IFT Business Strategic Acquisition plan
- Proven track record of creative thinking
- Awareness of the ongoing trends especially digital & mobile eco-systems
- Connect with CRM data team/media-digital/medical team to have monthly report and propose the intervention plan to drive the CRM acquisition performance
- Provide insights into Moms and in charge of all analysis to ensure continuous improvements of Acquisition activities
- Lead and manage CRM Acquisition team to ensure consistency and quality in performance
- Always puts consumer in the centre
List of Typical Responsibilities For a Manager, CRM Resume
1
Responsibilities For Manager CRM Resume
- Proven track record in analytical segmentation, RFM, promotional testing, response analysis, ROI analysis, cluster analysis, behavior modeling and measurement methodology
- Experience in customer analytics and tracking of customer performance and key trends. Recruiter: Howard Fishman
- Work closely with the global CRM analytics team to ensure state of the art CRM reporting systems
- Manage improvements to onsite customer feedback tools including ratings and reviews and social media integrations on retail sites
- Propose and execute test strategies to improve key voice of customer initiatives working across verticals
- Supports the Consumer Sales & Marketing CRM team to surface, understand, and socialize best practices (Marketing Insights) to Warner Music’s marketing teams
- Manage Pure Privilege marketing calendars
- Manage timing for all Pure Privilege website refreshes
2
Responsibilities For Program Manager, CRM Resume
- Manage Pure Privilege global marketing collateral and assets and deliver to global markets on time
- Function as a subject matter expert for Sirius XM’s subscriber management and billing systems and applications
- Partner with Marketing, IT, and multiple agency partners to evolve Garnier’s digital vision and ensure the platform supports all key business objectives
- Manage implementation of key content initiatives, working with content partners and internal cross functional teams
- Collaborate closely with Engineering and Product Management peers to deliver high-quality, intuitive features
- Global Digital Marketing team
- Coordinate with Int’l Marketing and division to contribute to PDP/PIB process as required
- Always build and design script to suitable with current market and make sure that it bring better call quality
3
Responsibilities For Program Manager, CRM Solution Enablement Resume
- Sales target tracking and frequent report on Acquisition
- Analysis, recap learning and propose action plan for improvements on Acquisition activities
- Manage CRM analytics and reporting
- First point of contact for Pure Privilege day-to-day operations and customer service
- Write and publish monthly Pure Privilege newsletter for US and Canada
- Act as escalation point for our internal and external customer service teams
- Lead bi-weekly Pure Privilege customer service calls for US, CA and the UK
- Act as first point of contact for all Pure Privilege inquiries from the UK, US and Canada teams
- Manage Pure Privilege inventory for rewards and collateral
4
Responsibilities For Manager, CRM, Reebok Resume
- CRM KPIs (Opt ‘in, Net Sales, Lifetime Value, ROI, Consumers signed up)
- Work closely with Director of brand content and partnerships to drive and develop brand partnerships and video content for the entire WBIE games portfolio
- Manage relationship with content creators and distribution platform (online and TV network)
- Author high quality design specifications within an agile methodology based upon industry and customer requirements
- Understand and communicate architectural requirements, preferences, and limitations
- Market Sales (Retail, Wholesale) back office team
- Global Consumer Acquisition team
- Serve as act as Project Manager for several key clients responsible for day to day operations on one or more projects
- Strong analytical and Salesforce.com product knowledge skills including a thorough understanding of how to interpret customer business needs and the translation of those needs into technology and operational requirements
5
Responsibilities For Manager, CRM & Programmatic Resume
- Use Disney-ABC Television’s Data Management Platform (DMP) to fulfill audience creation requests and maintain an organized and usable database of targeting information
- Strong process acumen with 10 or more years of experience in business transformations, technology solutions and/or process design
- Liaise and guide business unit leads to support adoption, adherence, and long-term management of enterprise business models and process standards
- Strong analytic skills with the ability to evaluate the quantitative and qualitative business cases for and against exceptions or variations to enterprise business model and process standards
- Partner with Theme Park Marketing team to support Disney Park’s initiatives along with developing a marketing strategy to drive revenue of Parks merchandise through the online channels
- Provide expertise and act as a consultant on Microsoft’s CRM capabilities and functionality to our organizations leaders to optimize usage and results
6
Responsibilities For Marketing Manager, CRM Resume
- Partner with Strategy and Customer Experience Managers to develop and implement retention and recognition marketing communication plans to effectively address the business objectives and opportunities based on a thorough understanding of the Bases’ Customers, markets, and business goals
- Develop marketing strategies to engage and retain T-Mobile’s customer base
- Propose monthly/quarterly/annually plan for Acquisition team, as well as promotion programs to enhance all CRM’s activities
- Manage all Acquisition team’s activities to deliver new user target
- Monitor and evaluate the capacity and productivity of each CRM officer
- Estimate and allocate data to make sure enough data quantity for acquisition’s activities
7
Responsibilities For Senior Segment Marketing Manager CRM Resume
- Provide strategic direction for programs, tools and technology to support the implementation and execution of CRM campaigns locally and regionally
- Responsible for CRM campaigns idea generation, proposal preparation, assets production and execution
- Create automated triggers based on customer purchase behaviors
- Responsible for retention campaigns and loyalty programs and services from conceptualization to analysis including idea generation, proposal preparation, and overseeing assets production and campaign execution through marketing automation across digital channels
- Responsible for analytics and reporting: ensure data meets functional requirements and define program tracking KPIs; mine insights from the data through dashboard creation and effectively communicate results and insights
- Test and learn new programs and services to enhance consumer experience and increase sales and profitability
- Responsible for identifying external vendors and partners
8
Responsibilities For Product Manager, CRM Resume
- 25%-Partner with executive leadership to formulate CRM strategy for assigned programs, and customer KPI targets
- 20%-Oversee execution and measure ROI of all assigned CRM life cycle management programs; evaluates KPIs for measuring success against organizational objectives
- 15%-Develop and maintain program level P&Ls, forecast and budget for assigned CRM programs
- 10%-Partner with and develop vendor relationships as related to CRM programs
- 5%-Present strategic plans and results to executive leadership
9
Responsibilities For Manager, CRM Applications Resume
- Position reports to the Sr. Manager, CRM
- Assist in developing customer communications contact plan for multi-channel marketing programs with the goals of driving traffic to stores, delivering incremental sales and profit, and building customer loyalty
- Be organized, detail-oriented, and results-oriented, with the ability to work in a fast-paced, dynamic, and fun environment
- Marketing Strategy Planning: Implement marketing plans, contribute towards development of marketing plans and ensure consistency with the overall franchise goals and marketing strategy
- Business Planning (AOP) Support: Track brand/ market performance of product, analyze issues and plan actions in line with defined AOP, and assist in the development of the franchise budget (including travel, promotion, advertising, etc.) and plans
10
Responsibilities For Manager, CRM Operations Resume
- Market (Market Conditions, Customers, Competitors) Analysis: Conduct market analysis activities (market research, identification of new opportunities, therapies, technology advancement competitors etc.) to generate insights and support development of marketing strategies
- Relationship Building (internal/external) through clinical excellence :1) Demonstrates command of key business trends and market conditions through market research, clinical literature, metrics, coordination with customer interfacing teams and personal interaction with key customers
- 2) Strength in building relationships with key internal and external stakeholders, including focus on KOLs, clinicians and experience or aptitude to drive quick integration. Fosters/leverages strong collaborative relationships
- Conceptualise and execute a consumer journey calendar overlaying the annual communication calendar
- Outline A/B tests/experiments with Analytics lead to incorporate, test and iterate on succeeding campaigns
- Set up the rules for profiling consumers across the various categories. eg % of repeat customers, Super loyal, Potentials, In actives, New customers etc
- Define customer requirements: on new development projects. Define, develop, and drive VOC (voice of customer) market research as required
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