CRM & Social Operations Executive

Be a part of a revolutionary change At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on one clear purpose – to deliver a smoke-free future. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. Reporting to the Manager Digital – CRM & Social, you will be responsible for helping drive lead acquisition, lead nurturing, and customer loyalty and retention both online and in store through the delivery of insights and targeted customer communications in Direct Messaging (CRM) and Social Media. Working alongside the Manager Digital – CRM & Social and the external agencies, this role will be pivotal in demonstrating the value of putting the customer at the heart of the organization as IQOS continues its vision to a smoke-free future. Roles and Responsibilities CRM • In coordination with internal groups, CRM agencies, and regional/global teams, manage the development, project management and deployment of ad-hoc and automated journeys by preparing project timelines, KPIs, key milestones and dependencies, risks and issues escalation while ensuring the timely deployment of direct marketing communications in accordance with the SFP CRM's omnichannel strategy. • Track and monitor direct marketing KPIs to measure effective of KPIs acquisition, reactivation and retention campaigns and communicate to internal stakeholders. • Regular maintenance, optimization and updates of automated journeys based on results and changes occurring in business, such as addition of new product's variants, services etc. Responsible for reporting any potential issues and fixing them with global or local partners. • Lead/Participate the development, deployment, and constant improvement of User Lifecycle CRM Journeys in cooperation with commercial and marketing teams. Preparing creatives and recommendations for communication's logic in close cooperation with business owners and CX. • Overseeing preparation of analyses and dashboards for CRM performance and consumer database status. Regular reporting of results, summarizing key findings and proposing recommended course of action to keep optimizing CRM's activities. SOCIAL • Implement a social media strategy according to SFP’s annual priorities & integrated with rest activities for PH Market. • Work with key other teams like eCommerce, CRM, Business Intelligence, Consumer Experience, Direct & Indirect Channels, and Category Management to align and implement central marketing roadmap, new product releases, campaigns & other brand messages. • Brief and partner with external agencies to generate and develop content in multiple social platforms. • Together with partner agencies and Customer Care teams, oversee and manage day-to-day engagement with consumer on social channels, provide insights through proactive community management using social listening, and demonstrating sound judgement in handling customer care issues so to escalate conversations as necessary and, if needed, respond in a timely manner to information requests or complaints. • Audit and analyze social media presences, including but not limited to social media reputation/ impact & competition activity. • Keep the Category and Digital teams up to date with campaign content plans as well as the latest trends / insights, social innovation and behaviors on our social channels. WHO WE ARE WE LOOKING FOR: • 4+ years’ experience in project management, CRM, Social Media, customer retention, and brand building gained through agency or technology brand. • Understanding of CRM and Social Media concepts and familiarity to all kinds of reporting tools a plus. o CRM: Salesforce certification in Email Specialist, Developer, Administrator a plus; Knowledgeable in Marketing Automation, SQL, HTML/CSS; Hands-on for JIRA and Workfront o Social: Knowledgeable in Sprinklr, Hootsuite or any similar tools; Knows social media content planning/programming in Meta/Google platforms • Experience with customer automated journeys, direct marketing, and leading commercial & cross functional teams an advantage. • Excellent organizational, planning and stakeholder management skills. • Excellent writing, content editing, layout, and design skills, including ability to clearly present concepts and effectively delivery key message.