CRM Automation Manager

JOIN OUR TEAM:

Our mission is simple: we make journeys easier and more enjoyable for our customers.  We want to lift their spirits by delivering little boosts along the way.  We care about our people and our communities, and we look for ways to uplift people first.  Wherever your journey’s going, we can help you get there.

We are looking to significantly expand the team and our capabilities to meet the growth goals Loyalty & Personalization. You’ll be at the center of this transformation, working together with the team to build personalized journey to deepen engagement, grow share of wallet and build brand loyalty.

WHAT WILL YOUR TYPICAL DAY LOOK LIKE?

This role provides the opportunity to sharpen your technical, analytical and business skills as part of the Personalization & CRM team committed to delivering best-in-class personalized customer engagement across channels for our customers. You will play an active role in crafting and building customer journey using Adobe Experience Platform and Adobe Journey Optimizer. You will also lead the development of loyalty campaigns that are focused on retail media network and age restricted products.

Our ideal candidate would be:

Campaign strategist – expertise in building compelling campaigns through strategic thinking, data mining and collaboration with category/business owners. Adobe Journey Optimizer (AJO) Guru – solid technical experience in Adobe Journey Optimizer and Adobe Experience Platform. Capable of configuring journeys in AJO based on the brief and meeting the customers/business outcomes. Proven collaborator – able to get things done without formal authority; working across internal and external partners, geographies, and levels across the organization to build a positive connection with our members via compelling communication campaigns.

ESSENTIAL RESPONSIBILITIES

• Act as the primary point of contact for Retail Media/Age Restricted campaigns. You start by understanding the business needs and objectives of the category/business owners. You then use the knowledge to develop engaging campaigns and manage campaign execution from end-to-end, including content development and campaign scheduling in collaboration with the CRM team and cross-functional partners.
• Regularly and proactively analyze performance (program, campaign tests, and messages), surface actionable insights, and recommend new strategies
• Collaborate with the CRM & Personalization team to understand our business objectives and requirements. Build customer journeys using Adobe Experience Platform (AEP) and Adobe Journey Optimizer (AJO) to meet business needs.
• Serve as the lead expert of AJO on the team with deep understanding of AJO’s capabilities & configurations across data ingestion, data modeling, segmentation, personalization and customer journeys
• Understand and advocate for the best practices for data management, including data classification, data retention, and data privacy.
• Understand and monitor the configuration of data schemas in AEP to ensure proper mapping of classes, field groups, identities, and attributes.
• Apply data quality rules and validate data quality.
• Implement Journey Optimizer features like journey orchestration, triggers, automations, actions, messages, and offers.
• Create AJO Events and design email templates in AJO,
• Perform proactive problem diagnosis, troubleshooting, and resolution of technical issues related to AEP and AJO. This includes identifying and resolving data integration issues, ensuring proper data synchronization, and resolving system errors.
• Collaborate with cross-functional teams, including developers, data engineers, and project managers, to ensure successful project delivery.
• Share knowledge and expertise with team members, providing guidance and mentorship to junior team members
• Ad hoc problem solving and day to day tasks as needed to support the needs of the team
• Flexible with working hours to support global ways of working

REQUIREMENTS

• Bachelor’s degree in computer science, Information Systems, or a related field. 
• 5-7 years in CRM with 2+ years of experience in implementing and creating journeys in marketing automation solutions e.g. Adobe, Salesforce, etc.
• Proven experience in implementing Adobe Experience Platform or similar customer data management platforms. 
• Strong understanding of data management principles, including data modeling, data integration, and data governance. 
• Strong knowledge of Adobe Experience Cloud products, such as Adobe Journey Optimizer, Ado