Customer Strategy Manager (CRM)

What you’ll be doing

As manager in the Customer Strategy practice, you will be working in a taskforce of consultants, engineers, data analysts, media experts, UX and product specialists to develop the Customer strategy and roadmap for transformative digital products and services for Singulier’s client executives and their investors.

You will also have the opportunity to contribute to an entrepreneurial adventure - we are a small, close-knit company and you will be involved in the structuring and growing of Singulier and its proposition. You will also be asked to take part in discussions about internal innovations (horizontal management, training schemes, think tank…)

Be an expert in Customer Strategy for due diligence, digital strategy and digital transformation projects

• Audit customer centric visions, roadmaps, processes, marketing automation strategies, tools, data and KPIs making a quality assessment and identifying opportunities or recommendations for improvement
• Identify best practices and benchmark competitor insights identifying performance and opportunities
• Interpret qualitative, quantitative and metrics-based insight to develop customer needs and requirements
• Define, measure and use KPI’s to improve the customer strategy for our clients
• Identify optimisation opportunities for our clients translating key insights into concrete, actionable recommendations for product improvements
• Work with technology teams to identify the solutions and size them, including whether service and software vendors are required
• Work out the best trade-offs between speed to market and performance of the solutions to deliver the customer and business goals
• Manage numerous requests concurrently, prioritising when necessary

Manage vertical Customer Strategy projects

• Support our clients in the redesign of their Marketing Automation journeys: identification of objectives, prioritization of the use cases, journey definition, template proposal…
• Conduct RFI and RFP for our clients
• Support our clients’ customers teams in the implementation of their tools related to Customer Strategy (Customer knowledge, Marketing Automation, Loyalty Programs, Customer Service, etc.) from the requirements to the testing
• Manage the teams, partners and service providers
• Organize and lead meetings to communicate on the progress of projects
• Document all steps of the projects
  

Develop the Customer Strategy practice

• Define customer centricity strategies: objectives and KPIs, organisation and resources, CRM tools and system (relationship promises, relationship and loyalty programs, activation plans, customer journeys, customer service, etc.)
• Identify the core technologies, customer behaviours, and industry trends influencing a company’s Customer Strategy
• Identify good practices in terms of email and more generally customer relationship management (Marketing Automation, KPIs, loyalty programs, customer service, MARTECH solutions, etc.) and develop a reference benchmark
• Participate in writing commercial proposals
• At the end of each mission, execute post-mortem to capitalize and contribute to company’s continuous improvement
• Train the consultants in order to increase their competence in CRM

Requirements

• You have at least 7 years experience in consulting or an operational position involving project management
• You have experience in one or several topics related to customer marketing (CRM, Customer Service, Customer knowledge, Voice of the Customer…)
• You know how to balance the needs of business stakeholders with customer needs to create the best experience for both
• You can analyse, manipulate, report on data
• You have organization and prioritisation skills as well as rigour and autonomy
• You are comfortable working in a fast-paced environment with quick delivery time and rapid data-driven decision-making
• You can navigate ambiguous situations and apply analytical thinking to guide direction
• You can communicate on all levels, including delivery of rapid presentation material
• You are fluent in English (French is appreciated)

Benefits