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 Analyst responsible for developing strategies for enhancing customer experiences and satisfaction at Pmweb. Engage clients and create valuable marketing campaigns to drive growth.
Responsibilities
- Identify Opportunities: Detect new needs and expand clients' service portfolios.
- Proactive Communication: Maintain daily contact with clients, participating in meetings and interacting via email and WhatsApp.
- Strategic Relationship Management: Build close relationships with clients, understanding their needs and delivering exceptional service.
- Platform Adoption: Increase adoption of Pmweb platforms and products, driving client engagement and satisfaction.
- Workshop Facilitation: Lead and create workshops to train clients on effective use of available tools.
- Project Management: Participate in special projects assigned by management and collaborate with operational teams.
- Metrics Monitoring: Monitor clients' metrics daily to ensure strategies are optimized.
- Impactful Reporting: Develop and present weekly and monthly reports with insights on performance and service consumption.
- CRM Strategy Development and Implementation: Focus on optimizing segmentation and personalization of campaigns, using methodologies such as RFV and LTV.
- Control Group Implementation: Implement control groups to measure the effectiveness of marketing campaigns and ensure efficient resource allocation.
- LTV Analysis: Identify high-value customers and propose actions to maximize return on the relationship.
- Multichannel Campaign Development: Create campaigns aligned with customer needs and behaviors, using segmentation data.
- CRM KPI Monitoring: Analyze retention, churn and engagement rates, suggesting continuous improvements.
- Cross-Functional Collaboration: Work with marketing, data and BI teams to ensure CRM strategies align with business objectives.
- Detailed Performance Reporting: Provide insights into customer behavior and campaign effectiveness.
Requirements
- Bachelor's degree in Marketing, Advertising, Communications or related fields.
- Previous experience in account management and strategic client servicing.
- Solid knowledge of digital marketing, CRM campaigns and performance.
- Familiarity with CRM, CRO and loyalty best practices.
- Ability to analyze data, metrics and results to identify new business opportunities.
Benefits
- Medical and Dental Insurance
- Life Insurance
- Childcare Allowance
- Birthday Day Off
- Wellhub
- Transportation Allowance
- Meal and/or Food Allowance
- Language Incentive
- Education Incentive
- Certification Incentive
- 7 different work schedule options
- Home Office Allowance
- Structured evaluation cycle
- Continuous feedback
- Profit Sharing
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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