CRM Specialist

Planeta DeAgostini Coleccionables is looking for a CRM Specialist for our international based in Barcelona.

The CRM Specialist will enhance customer interaction in the collectibles market by reactivating inactive customers, increasing customer activity, and boosting customer lifetime value (CLV). Improve key customer experience (CX) metrics across direct-to-consumer markets. Collaborate globally with data scientists, marketers, and CX/CRM teams to optimize engagement using various communication channels and the Customer Data Platform (CDP).

Mission: 

To apply best practices for extending CLV and improving CX metrics through tests and automated campaigns using our Customer Data Platform (CDP) across different countries.

Main Tasks:

• Design test plans, including hypothesis, key metrics, sample size, and expected outcomes.
• Execute strategies to win back lapsed customers.
• Design targeted campaigns and analyse their effectiveness.
• Carry out personalized strategies to encourage repeat purchases.
• Lead A/B tests and multivariate tests to optimize engagement and retention strategies.
• Present regular reports on campaign performance and engagement metrics.
• Utilize data analytics to track and measure the effectiveness of engagement strategies.
• Ensure consistent messaging across all customer touchpoints, aligned with business goals.
• Collaborate with cross-functional teams to optimize touchpoints and ensure a seamless customer experience.

Goals: 

• Enhance average Customer Lifetime Value (CLV).
• Increase the percentage of churned customers re-engaged.
• Develop tests and improvements that will lead to increased CX metrics.
• Achieve high success rates for A/B and multivariate tests.