CRM Journey Strategist - 2 Months Contract

CRM Journey Strategist - 2 Months Contract

VML

Department: Commerce

Last Updated: 11/15/2024

Requisition ID: 8641

At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration.

VML Dubai - CRM Journey Strategist

Who we are looking for:

We are seeking a highly motivated and experienced CRM Lead to join our Dubai team and lead the CRM strategy and program for one of our biggest tech clients. This is a dedicated role with whom we have a deeply embedded relationship. You will be responsible for planning, managing, and reporting on the entirety of the client's CRM across all project types, from new flagship product launches to weekly and monthly 'drumbeat' campaigns across all CRM channels.

Role Summary & Objective

The CRM Journey Specialist will be responsible for designing and implementing sophisticated, customer-centric CRM journeys that drive incremental customer value. This role requires a deep understanding of customer lifecycle management (ideally in a financial services role), product marketing and data-driven decision-making.

Key Responsibilities

1. Lifecycle Mapping: Map comprehensive customer lifecycle journeys – holistic and for each product category, encompassing pre-account opening engagement (lead nurturing), post-account opening onboarding, and ongoing relationship management.
2. Segmented Journey Design: Develop and execute tailored CRM journeys for specific product categories (e.g., mortgages, credit cards, etc.), considering the unique characteristics, customer needs, and sales cycles of each product and within the context of the customer’s cross-category relationship with the brand.
3. Incremental Value Generation: Strategically incorporate cross-selling and upselling opportunities within CRM journeys to maximize customer lifetime value and drive incremental revenue growth.
4. Collaboration & Communication: Work closely with product marketing, sales, and other relevant teams to ensure alignment between CRM strategies and overall business objectives.
5. Data Analysis & Insights: Leverage customer data and analytics to understand customer behavior, preferences, and pain points. Use these insights to optimize journey performance and personalize communication.

Who you are:

• Curious: You are motivated to understand what makes people tick and how that influences the way they engage with content and technology today.
• Agile: A get-things-done attitude. You dig in and figure out how to work around problems. You anticipate requirements and manage expectations.
• Collaborative: Cultivate trust with clients and set expectations. Work well with cross-discipline teams.

What you’ll need:

• Bachelor's degree in Marketing, Business Administration, or a related field.
• 5+ years of experience in a CRM-focused role, preferably within an agency setting.
• Proven track record of developing and executing successful CRM strategies for large, complex organizations.
• Deep understanding of customer acquisition and retention strategies.
• Exceptional verbal and written communication skills.
• Strong social and emotional awareness.
• Extensive product knowledge within the tech industry.
• Ability to collaborate effectively with cross-functional teams.
• Highly analytical and data-driven.
• Ability to thrive in a fast-paced environment.
• Proficiency in CRM software, marketing automation tools, and data analysis platforms.
• Fluency in English is essential; Arabic language skills are a plus.

Others:

• Experience working with global tech clients is highly desirable.
• A strong understanding of the Middle Eastern market is a plus.
• Passion for technology and innovation is a must.

What we offer:

• Passionate, driven people: We champion a culture of people that do extraordinary work.
• Consciously cultivated culture: We aim to build an inclusive community.
• Growth-minded opportunities: We nurture a culture of real-time feedback and growth-oriented mindset.

At VML, we are committed to fostering an all-inclusive work environment. Our people are the heartbeat of our organization—creators, doers, innovators, makers, and thinkers—who drive meaningful experiences that resonate in every action and interaction.

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