CRM Project Manager

East Brunswick, NJ 08816

Employment Type: Direct Hire Area of Specialty: CRM Job Number: 7002 Pay Rate: 130,000

This position will be responsible to integrate and manage all sources of customer data to a single view of the customer across online and offline channels, on Adobe Campaign v.7. This role will also coordinate the rollout of marketing campaigns (email, landing pages, SMS / MMS, retargeting) across all markets, as well as enhancement projects leveraging web apps from Adobe Campaign.   He/She will also serve as a key business partner to develop and implement global CRM roadmap and strategy.
 
Lead, analyze and supervise the implementation of new functionalities required by the user community. This includes the full project development life cycle of analyzing, developing, testing, implementing, documenting, and user training of enhancements and modifications to the CRM software systems based on user requests.
 
For the first 12 months, this position will focus on the expansion and support of the CRM platform for one of the brands,  There will then be a focus on CRM and Digital projects across other brands within the organization
 
Responsibilities:

  • Management of CRM technology roadmap in partnership with internal and external partners.

  • Accountable for data accuracy & CRM data model. Architects data integration to internal and external systems (POS, CRM, BI).

  • Monitoring of all workflows that inbound data.

  • Campaign launches and monitoring

  • Update the existing documentation and train Marketing users on Adobe Campaign (train the trainer approach) on an as-needed basis.

  • Supports Marketing users in their day to day activities (help on queries, data exploration).

  • Propose solutions to standardize Marketing activities and decrease complexity.

  • Provide business analysis and project management skills as part of project execution/

  • Ability to run queries and develop data modeling to assist the business users make timely data driven insights.

  • Knowledge of Adobe Campaign

  • Ability to create fields, tables, workflows, modify data model, develop in Java Script / SQL

  • Knowledge of Adobe Campaign web apps

  • Ability to develop SOAP calls out of Adobe Campaign.
 
Product/Project Management

  • Manages/drives CRM project portfolio and initiatives.

  • Previous experience in managing large scale CRM and digital related project implementations.

  • Knowledgeable on core Project/Program management and Agile methodologies.

  • Experience managing large scale SDLC and Agile projects and solutions implementations.

  • Insures that customer needs, concerns or complaints are understood and addressed in accordance with the organizational policy.

  • Drive business managers to define their needs. Draw up general functional specifications and drive/participate in the choice of a solution (software, development, etc.) in collaboration with Project Managers or BPM.

  • Strong Business / System analysis hands on skills: ability to formalize, analyze business requirements and assess their IT impacts and engage hands on solutions.
 
Upcoming Projects:

  • Development of a clienteling module as a web app of Adobe Campaign

  • Creation of a delivery template to automate the retargeting via Facebook Advertising (including development of Facebook API on Adobe campaign)

  • Creation of a delivery template to automate SMS campaigns with a local provider in Asia (via API)
 
Service Management

Monitors client satisfaction of the CRM and digital services proposed by Information  Services.

Run Support & Management

  • Day to day follow-up of all CRM and digital based systems and solutions

  • Communication with business operational teams,  front and back-office IT teams, and suppliers to investigate about potential problems

  • Qualification and follow-up of CRM and digital issues and their corrections both regionally and centrally

Management 

  • Strong ability to manage Customer Relationships and drive CRM and digital across regions - This includes the ability to establish and/or strengthen positive business relationships between the Brand and Information  Services: service and results orientation, professionalism and integrity.

  • Ability to identify key stakeholders / experience in managing relationships
 
Business Environment 

  • Ability to understand a Brand strategy, challenges and objectives including good knowledge of the luxury and/or cosmetics industry: markets, challenges, digital  positioning.

  • Ability to develop a strong knowledge of the brand strategy and organization and position with CRM and digital based innovation.

  • Ability to understand and challenge business CRM and digital needs.
 
Technical Expertise 

  • Ability to quickly understand brand and IS&T landscape, architecture and strategy.

  • In depth hands on knowledge of various technical CRM and web marketing solutions

  • Hands on knowledge of Adobe Campaign, CRM databases, Analytics, Web apps, Clienteling and related Digital and eCommerce solutions
 
Communication and Collaboration

  • Ability to talk to people at all levels of the organization.

  • Capacity to adapt the level of communication and synthesis according to the audience.

  • Knowledge of the CRM and IS&T state of the art in the Cosmetics and luxury industries.
 
Analysis and Decision Making

  • Strong analytical skills including the ability to identify problems, recognize and validate significant information, making connections between data, possible causes of problems and potential hands on innovation to address; ability to investigate relevant data based on business priorities and to weighs relevance and accuracy of information.

  • Strong ability to anticipate including the  ability to identify opportunities in the CRM and Digital domains; ability to identify risks and investigate/engage hands on solutions to mitigate them; insure current and future awareness of technologies and trends in the CRM and digital space.
   

  • Strong Data Analytical Skills

  • Ability to work on multiple tasks simultaneously.

  • Ability to develop, maintain and support client applications.

  • Capability to work with worldwide teams (Marketing and IT) to make sure solutions are globally coherent, well maintained, optimal for the users, monitored.

  • Ability to analyze issues and requests and formalize proposals and changes, their impact and workload.

  • Ability to work independently with little supervision and in a team with other department members, users or consultants.

  • Effective project management practices that insures timely cost effective and accurate reports and analytical tools.
 
Reports directly to Digital Director 

  PRINCIPAL SKILLS, KNOWLEDGE, AND PERSONAL ATTRIBUTES REQUIRED
Ideal education, previous work experience, special skills (e.g., foreign languages), and personal characteristics.  

Prioritize by: fully proficient (1), knowledge of and ability to develop greater competency (2), preferred but not required (3).

  • Bachelors’ degree or equivalent in IS - New technology related field. (1)

  • Technical and functional knowledge of CRM, digital and e-commerce (1).

  • Knowledge of Neolane / Adobe Campaign (1)

  • Minimum 5 years work experience in Digital and e-Commerce (1)

  • Minimum 2 years experience in CRM (1)

  • Must possess good communications, presentation, analytical and problem-solving skills. (1)

  • Agile Project Management certification (1)

  • Project Management certification (2)

  • JavaScript and SQL with stored procedure understanding is a plus (2)

  • Traditional retail commerce functional processes and of system interdependencies is a plus (3).   For example, applied experience developing, deploying, integrating and/or testing: CRM (1), Internet and E-commerce solutions (2).

  • Knowledge of QlikView / QlickSense POS, e-commerce (3)
  Physical working conditions, percentage of travel, hours, supervisory responsibilities, etc.
Normal Office Environment.

Work week will be split based on 3-4 days in NYC offices and 1-2 days in NJ offices

Traveling to overseas subsidiaries (Europe, Asia) possible but not mandatory, for training / projects once or twice a year.  

The position of provides upward mobility to become CRM Manager.

 

Patti Richards
Managing Director, Digital & eCommerce Recruiting

Patti started working with The Connors Group in 2007. Her outgoing personality, energy, and positive attitude helped quickly develop a broad and loyal base of candidates and clients. Patti believes an ideal client relationship is a true “partner” with the shared goal of quickly and successfully recruiting the right talent... relationships that are built on trust, communication, and attention to all the right details. She believes that investing time to understand the big picture… the business and goals… are imperative when taking on a new search. Equally important to the “job order” is identifying the fit, and her goal is to add value and become that trusted, go-to resource companies seek to get their positions filled!

Candidates want to establish relationships with recruiters who understand the industry, skills, career goals, and personalities of the people they recruit. Listening to what is important to the individual- besides the skills match- to better align qualities with opportunities is the goal. Communication as well. Honest and open communication are paramount. As a recruiter working with both passive and active candidates; Patti strives to understand “who they are,” “what are their career goals,” “what do they think is their most valuable trait.” Listening, establishing rapport, and keeping the line of communication open… providing career guidance, suggestions, and honest feedback is what she believes differentiates our team from other recruiters!

Helping to build the digital practice for The Connors Group, even riding the waves of an up and down economy, and witnessing early stages of the digital, eCommerce era... is something Patti is tremendously proud of. To be part of successful and consistent growth… understanding the trends / translatable skills, cultivating relationships with early pioneers who were just starting out… and seeing their progression- it is very rewarding to be part of that change! Similarly, earlier in her technical sales career, witnessing the transition from Mainframe, Data Center technology… to Personal Computing, Microcomputing, and ultimately partnering with an innovative group to target small- to medium- sized businesses to offer affordable, powerful computer solutions- it was incredible to see that trend explode and have a part in it!

She would have to say… over the course of a 30-year career in technology, that Patti has found it satisfying to have contributed to both sides; from the evolution of computing and putting technology in the hands of the people… to now putting people with the right hands on the technology! Her goal is to continue to build a reputation as a Subject Matter Expert in the digital talent space, working with new companies and staying abreast of emergent technologies so that she may continue to service new and existing clients; and be positioned as a trustworthy and valuable partner. Outside of work, she loves to travel... mostly off the beaten path, has a knack for party hosting and loves to dance!  

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