ServiceNow CSM Architect leading optimization of customer management solutions in utilities. Collaborating across teams for innovative solutions that enhance customer engagement.
About the role
- CRM MarTech Manager executing segmentation and personalisation strategies for the Global CRM team. Leading the MarTech function and collaborating across teams for customer engagement and retention.
Responsibilities
- Lead the MarTech function for predictions, owning the roadmap for tools such as CDP, engagement platform, analytics, experimentation, and data pipelines.
- Configure and manage CDP connections (e.g. data warehouse, analytics, ad platforms, engagement tools), ensuring high data quality and reliability.
- Analyse customer behaviour and transaction data to identify key segments, triggers, and opportunities for personalisation and upsell.
- Build and maintain audience definitions and segments in the CDP for acquisition, retention, and experimentation use cases.
- Define tracking plans and event taxonomies that capture critical customer behaviours across products and platforms
- Partner with Data to define metrics and dashboards that measure the impact of CRM initiatives.
- Write API requirements and payload specifications for MarTech integrations.
- Use templating/ scripting to enable dynamic content and complex personalisation logic in CRM campaigns.
- Maintain up‑to‑date documentation (PRDs, specs, tracking plans, data flows) for all CRM initiatives.
- Collaborate with Growth, Product, and Engineering stakeholders to define lifecycle strategies that enhance customer experience, activation, and retention across prediction markets.
- Translate commercial objectives into clear lifecycle goals, test plans, and KPIs.
Requirements
- 5+ years of hands-on experience managing Customer Data Platforms (CDP) and CRM tools in a high‑growth environment.
- Proven track record using CDP to drive measurable improvements in retention, engagement, and LTV.
- Experience working with growth and product teams on experimentation, funnel optimisation, and lifecycle programs.
- Strong SQL skills, with the ability to query large and complex datasets, build audience definitions, and self‑serve analysis.
- Strong understanding of sporting events, and options-trading
Job title
Job type
Experience level
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Not specified
Degree requirement
Tech skills
Location requirements
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