Senior Manager, CRM Resume Sample
Lloyd Schimmel
362 Roberts Manor,
New York,
NY
+1 (555) 300 4684
Work Experience
Senior Manager, CRM
07/2015
-
PRESENT
Chicago, IL
- Identify vendors, review vendors’ performance, vendors’ capabilities and opportunities for new enhancements
- On smaller engagements, be able to work hands on in creating deliverables which could include strategy, design, development, testing application and delivering training
- Drive the development and enhancement of WMP’s methodologies and approaches to client delivery and provide thought leadership for internal practice development
- Act as a user advocate to ensure overall system usability and adoption
- Prepares and analyze unit plans and reports
- Years of industry /relevant work experience in traditional CRM or direct marketing (direct mail, email, credit card, or loyalty marketing)
- Transform insights/data into a concise story
- Extensive experience managing outside agency vendors for database and CRM work – including primary budget responsibility and ownership of working KPI’s
- Extensive experience in highly matrixed environments – strong ability to lead and influence internal audiences and stakeholders
Senior Manager, CRM Business Integration
07/2009
-
04/2015
Phoenix, AZ
- Lead the analytics pillar within the CRM Strategy
- Conceptualize business rules for segmenting consumers, iterating the same with more succeeding information and enable ease of use
- Conceptualize business rules for identifying consumer’s lifecycle stages, iterating the same with succeeding information and enable tracking
- Conceptualise and set a process for using propensity modelling for campaigns
- Plan the phasing of analytics technology tools for faster decision making
- Collaborate with CRM lead to establish KPI’s and track the same agreed upon intervals
- Owns customer marketing platform, including coordination of all migration, implementation, and enhancement projects
Senior Manager CRM
01/2005
-
05/2009
Chicago, IL
- Manages campaign deployment calendars across brands and vehicles
- Ensures the flow of campaigns to our customers is seamless and accurate through strong project management skills, attention to detail, and cross-functional teamwork
- Works closely with Associate Manager of Customer Segmentation to ensure customer segmentation plans are aligned with campaign calendars + messaging plans
- Makes recommendations surrounding marketing communication best practices
- Drives operational performance reporting/recaps and troubleshoots on production related issues with direct reports + ESP
- Manages relationships + project work with e-mail service provider
- Hires, trains, and develops a marketing production staff
- Manages internal CRM programs for increasing conversion and traffic
- Develop and implement strategies that leverage email, direct mail, and rewards programs to retain customers, drive sales, and build loyalty. Define success targets and measurement methodology for these programs
Education
Muskingum University
2000 - 2005
Bachelor's Degree in Business
Professional Skills
- Excellent presentation skills, as well as written and verbal communication skills
- Demonstrated strong conceptual thinking and analytical skills
- Strong problem solving and problem prevention skills
- Strong strategic thinking and project delivery skills
- Strong analytical skills with data driven approach; analytical thinker with a depth of knowledge in digital analytics, campaign tracking and ROI metrics
- Solid organizational and project management skills, including ability to manage and prioritize multiple projects, deadlines and work streams
- Demonstrated analytical experience; compilation of Salesforce data and management reporting; expertise to assess business needs
How to write Senior Manager, CRM Resume
Senior Manager, CRM role is responsible for digital, database, retail, credit, training, integration, marketing, security, architecture, reporting.
To write great resume for senior manager, crm job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Senior Manager, CRM Resume
The section contact information is important in your senior manager, crm resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Senior Manager, CRM Resume
The section work experience is an essential part of your senior manager, crm resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous senior manager, crm responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular senior manager, crm position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Senior Manager, CRM resume experience can include:
- Collaborate with cross-functional partners in Web, Planning, Merchandising, Stores and Brand Creative Services to create schedules, briefs and messaging strategies
- Develop and implement global business processes to ensure the SFDC and CPQ tools are effectively deployed and managed
- Sound judgment, effective problem-solving technique, creativity, and flexibility; awareness to anticipate change and seamlessly adapt
- Experience with leading others to deliver service excellence
- Assist business users with planning efficient and effective application setup and flowcharts for more advanced use cases
- Proven track record of delivering on individual and team goals
Education on a Senior Manager, CRM Resume
Make sure to make education a priority on your senior manager, crm resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your senior manager, crm experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Senior Manager, CRM Resume
When listing skills on your senior manager, crm resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical senior manager, crm skills:
- Demonstrated ability to work well within a matrixed environment, and an ability to build solid relationships/make connections across the organization
- Experience managing marketing calendars and relationships across multiple cross-functional partners
- Strong understanding of database marketing concepts
- Experience working with marketing CRM systems
- Knowledge and experience in implementing integrated systems and processes in a cross-functional operating environment
- Strong proficiency working with Email Service Provider tools required
List of Typical Experience For a Senior Manager, CRM Resume
1
Experience For Senior Manager, CRM Business Integration Resume
- Strong understanding customer segmentation and targeting methodologies
- Relevant CRM experience, preferably in retail, and specifically related to email and direct mail strategy, segmentation and project management
- Work with analytics and Data Science teams to help apply data to marketing tactics on all CRM channels, and to help understand effectiveness and performance
- Advocate for CRM priorities with analytics, brand, digital marketing, production and technology teams
- Hands-on experience with different CRM and marketing automation toolsets (salesforce, Adobe, etc.) required
- Evaluate, onboard and integrate new vendors and technology to optimize and increase effectiveness of tactics / programs
2
Experience For Senior Manager, CRM Systems Resume
- Proven results with growing marketing databases and decreasing churn rate/engaging with inactive users
- Strong ability to manage agencies and lead cross functional teams
- Marketing Working Budget management
- Setting key KPI’s in order to constantly measure and evolve and improve CRM activity across EMEA
- Lead ongoing review of CRM/loyalty competitive landscape/trends in the marketplace
- Provide leadership to and set priorities for direct report(s), elevating individual performance by providing timely and effective feedback and coaching, and evaluating against individual goal plans
- Understanding of web/e-mail technologies
- Driven, enthusiastic leader who can influence the broader organization with a clear vision and storytelling
- Develop strategies to grow the CRM database across all consumer touch points (eCom / Retail marketing, Social Media) in the Market
3
Experience For Senior Manager CRM Resume
- Create and implement the plans for rolling out the strategy in close collaboration with the Retail and eCom teams
- Design Adidas digital platform with optimizing structure of digital medias, i.e. owned / borrowed / earned / Paid media
- Exemplify Gymboree’s core values, and foster a collaborative, innovative and results-oriented work environment that does the same
- Present to and communicate with all levels of the organization
- Lead forecasting and budgeting efforts for all CRM and discount activity through MyPanera and work in partnership with financial planning to reconcile all business metrics and optimize forecast each quarter
- Consistently measure, monitor, evaluate, and refine CRM programs to maximize incremental revenue and profit results
- Work with internal business units (Catering, Caf Based Delivery, Rapid Pick Up, etc.) to prioritize and deliver programs that align with Paneras strategic goals
- Work with internal IT, creative teams, and external partners to manage the development and execution of reward wallets
4
Experience For Senior Manager, CRM & Customer Engagement Resume
- Work with Field Marketing, Customer Service, and Caf Ops to ensure all customer facing team members are well versed in CRM programs; including intended customer experience and business impact
- Prior experience working in a performance based marketing environment where s/he has been directly responsible for top line sales while managing a profitable bottom line
- Analytic skills are required to measure and learn from past marketing activity and have a clear understanding of ROI
- Possess a customer centered orientation for developing marketing activation ideas and plans
- Proactive, self-motivated and able to work in a fast-paced, deadline driven environment
5
Experience For Senior Manager, CRM & Marketing Analytics Resume
- A team player who can influence cross-functional departments without authority
- Own and execute lifecycle marketing strategies to build loyalty, increase lifetime value, and reduce churn by engaging customers with the most targeted, relevant, and helpful content at each stage of the customer lifecycle
- Map and optimize the end-to-end customer journey while partnering with internal teams to identify places in the customer journey where customers disengage
- Develop an overall CRM strategy & communications plan to leverage the most effective marketing channels (email, push, in-app, etc.) to drive success against critical KPIs (onboarding, LTV improvement, advocacy, retention & winback)
- Lead marketing, product, technology and data teams to define business and data requirements to support program development and enhance features available for relevant, personalized, real-time marketing
- Lead outcome driven creative and campaign briefs, working with cross functional groups and agencies to build and deploy communications that align with the brand, but also have the ability to push the envelope in how to drive engagement with the customer
- Manage program performance on an ongoing basis and optimize rules to maximize effectiveness. Ensure that all campaigns have clearly defined success metrics which are tracked and analyzed via reporting dashboards
- Conduct ongoing A/B testing to optimize and increase the effectiveness of CRM programs, including lifecycle trigger programs, transactional messaging and large-scale campaigns
6
Experience For Senior Manager, CRM Application Resume
- Oversee the application of the CRM strategic vision applied to all direct marketing channels, including email, in-product, web and mobile placements
- Build structures, processes and guidelines for working with brand, digital marketing, production and technology teams
- Expertise in customer messaging strategy and planning efforts, with defined documentation and communication
- Communicate with senior and executive management on an ongoing basis on team evolutions and campaign performance results
- Work cross-functionally to build and implement loyalty strategic marketing programs
- Experience in CRM / direct marketing in a fast-paced consumer environment. Background in entertainment or related fields is desired (consumer background required)
- Proven track record of working at the strategic and tactical level to develop and execute innovative CRM initiatives including personalized trigger campaigns, up-sell and cross-sell strategies, promotions and customer segmentation
7
Experience For Senior Manager CRM Analytics Resume
- Hands on experience with the following channels (at scale): email, push, in-app, and call center with a focus on cross channel planning
- Advanced experience working with product, tech and data teams for database marketing, data / tech requirements gathering and driving integration with CRM technologies (e.g., Salesforce, SAS)
- Superior verbal and written communication skills at all levels of an organization with the ability to present complex data, influence others, and build relationships
- Positive attitude and ability to operate in a fast-paced environment with ambiguity
- Lead all customer journey and lifecycle marketing efforts for all Ubisoft brands, including setting strategy, developing objectives, evaluating budget and resource levels, and measuring results
- CRM related experience in a comparable field and industry
- Establish training and support tools to facilitate effective SFDC / CPQ tool utilization by user community
8
Experience For Senior Manager, CRM & Database Marketing Resume
- Excellent oral and written communication; ability to liaise with colleagues of diverse cultural and educational backgrounds
- Coordinate regularly with international stakeholders, and work daily with counterparts in other offices in execution of work and tasks
- Work with an international team to advance CRM strategy within Ubisoft to support the Customer Management vision, and associated goals
- Lead Business Operations team to realize the optimum digital platform and deliver/ execute Digital initiatives on it (e.g., Product, Tech, Design, Partners, Innovation)
- Define business requirements, establish current vs. future process mapping, and create functional and technical system specifications
- Participate in developing the Global Salesforce Roadmap
- Facilitate end user training and support
9
Experience For Senior Manager, CRM Technology CoE Resume
- Create and maintain constructive relationships with stakeholders and regularly solicit feedback to ensure ongoing service satisfaction
- Participate in appropriate meetings with key stakeholders (e.g., Customer Service, Business Development, Marketing, etc.) to engender partnership support
- Comprehension and proficiency of software design, configuration, and testing
- Capacity to administer multiple, competing demands and work cooperatively with others
- Establish business reporting and analytics to monitor tool utilization and leverage best practices
- Partner with sales leadership to implement sales forecasting process and drive forecast accuracy
10
Experience For Manager / Senior Manager, CRM Analytics Resume
- Partner with IT team to deliver SFDC / CPQ functionality consistent with Steering Committee guidance
- Travel 10 – 20% (including international travel)
- Own all consumer data, data structure, segmentation
- Brand Health KPIs (NPS, Brand momentum, Spontaneous purchase intent, etc.)
- Financial KPIs (Net Sales, Direct contribution vs. Plan)
- CRM KPIs (Opt‘in, Data capture, Lifetime Value, ROI)
List of Typical Skills For a Senior Manager, CRM Resume
1
Skills For Senior Manager, CRM Business Integration Resume
- Extensive experience of direct and digital marketing ideally in a similar industry
- Confident and articulate communicator capable of inspiring strong collaboration in an organization
- Strong project management, communication, and attention to detail
- Operating Company management (internal)
- Recommend performance tuning of campaign segmentation logic and overall system flow to manage large marketing data sources
- Coordinate planning and testing for application upgrades and releases
- A fun, high performing and world class working environment
- Help trouble shoot on complex marketing production related issues
- First point of contact for any business user technical questions regarding CRM applications
2
Skills For Senior Manager, CRM Systems Resume
- Understand multi-tiered enterprise applications to support troubleshooting
- Ensure data connectivity within databases and web services (working knowledge of Netezza, Oracle databases and query performance)
- Understand and report key KPIs, tracking and analysis to regions
- Develop test and learn plan to optimize existing consumer engagement programs
- Integration of CEM tool kit into the country/regional plans (including budgets)
- Manage and mentor team of marketing professionals
- Manage corporate digital platform as a hands on playing manager
- Extensive use of office equipment including computer, copier, and related hardware and software
- Define software, hardware and infrastructure components for Unica solutions based on business needs and requirements
3
Skills For Senior Manager CRM Resume
- Serve as a Subject Matter Expert (SME) for technical direction and application functionality
- Collaborate with business, project, development and QA teams to ensure on time delivery of projects
- Proactively ensure application uptimes for all Unica components
- Lead the development standards and best practices for the Unica products and understand Unica security architecture
- Provide support for end-to-end work flow of IBM EMM, Unica Interact, Campaign and MO
- Monitor and cleanup technical workflow setups, data tables, application rules and settings to find efficiencies
- Assume responsibility as subject matter expert (SME) for IT groups for questions regarding CRM applications and systems (data management, EDW, data architecture, etc.)
- Align with relevant hosts and users on hardware maintenance
- Ensure CRM application API feeds are managed and enhanced as personalization use cases evolve
4
Skills For Senior Manager, CRM & Customer Engagement Resume
- Monitor system events either through automated system or manually
- Deep knowledge of system and application logs to identify normal versus exceptional activities
- Monitor average and peak performance through various metrics
- Report on key performance usage
- Proactively design and recommend possible efficiency solutions
5
Skills For Senior Manager, CRM & Marketing Analytics Resume
- Manages the “Build” capability for CRM and Pricing platforms, including related technologies (Veeva CRM, Veeva Vault PromoMats, Siebel, Cegedim, MyDay, Model N Revvy, PriceRight, etc.). Provides input into the ‘Build’ strategy for these, working closely with the Commercial and Marketing Solution Leads
- Inside sales management and associates (internal)
- Business Technology associates, management (internal)
- Corporate associates, management (internal)
- Third-party service providers (external)
- Serve as liaison to regions to secure necessary buy-in and resources for CEM efforts
- Facilitate monthly meetings with Regional Marketing Leads to provide general updates, KPI tracking, project/implementation status and information on new initiatives
- SFDC certified or extensive experience in development and implementation
6
Skills For Senior Manager, CRM Application Resume
- Manage launches, re-launches, program implementation and upgrades for designated country/region
- Run end-to-end omnichannel in-market deployments of new products & strategies
- Ensure CEM knowledge/expertise is applied to scale proven strategies, customer segments, methodologies across segments, countries, region(s) and the globe as a whole
- Work closely with CEM Growth Director to perform the analysis of market potential
- Ongoing prioritization and reprioritization of analysis work, as needed to accommodate changes to the analytics calendar and/or changing analytical needs ensuring analytic resources are used effectively
7
Skills For Senior Manager CRM Analytics Resume
- Applies available predictive models and segmentation techniques to improve performance while developing new methods and techniques to analyze a variety of marketing programs
- Collaborates in a cross-functional team environment to help develop marketing strategies and ensures appropriate measures of success are established and implemented to evaluate strategy performance
- Applies experimental design, test and learn methodologies and performs statistical analysis (significance tests, segmentation, regression, decision tree etc.) where needed to optimize strategies
- Reviews and supports business cases, campaign design documents and develops analysis plans to ensure analytical requirements are captured and analytical objectives are well understood and meaningful
- Acuity for Software as a Service (“SaaS”/“cloud”)
- Tasks are performed in a professional office environment
- Interact with senior business and marketing leadership to understand business and marketing objectives, in order to define and perform analysis to meet those objectives
8
Skills For Senior Manager, CRM & Database Marketing Resume
- End-to-end responsibility for analysis including framing and negotiating analytical objectives with senior leaders, sourcing relevant data, performing in-depth analysis and presenting actionable insights to stakeholders in a timely and effective manner
- Identifies revenue enhancing and cost saving opportunities while ensuring relevant insights are being applied to evolve strategies
- Applies available predictive models and segmentation techniques to improve performance
- Develops new methods and techniques to analyze a variety of marketing programs like acquisition, retention, cross-sell, TV, radio, always on, triggers, online and transformational initiatives
- Supports manager in planning analytics calendar and deliverables
9
Skills For Senior Manager, CRM Technology CoE Resume
- Ensures that best practices are implemented including proper time and project management, attention to detail, focus and excellent service to internal and external clients
- Act as integrator of marketing results by assessing and communicating the aggregate and ongoing benefit of marketing efforts for the line of business
- Determine strategy and tactics to increase sales through MyPanera including identify opportunity, target, messaging, and offer strategy
- Manage the customer database by creating segmentation strategy to maximize customer lifetime value
- Work to develop a plan to automate all CRM forecasting and analysis
- Develop and work against yearlong test and learn plan designed to optimize the lifecycle of MyPanera members through offers and messaging
10
Skills For Manager / Senior Manager, CRM Analytics Resume
- Develop customer segmentation and offer strategies to optimize sales and profitability
- Define roadmap for loyalty including designing refinements to the existing Rewards program (structure, benefits, and infrastructure) as well as conceptualizing architecture, benefits and tactical execution of new program(s)
- Compile, synthesize, disseminate and socialize customer insights from multiple touchpoints, both quantitative and qualitative. Translate insights into actionable recommendations and use customer feedback to answer strategic questions
- Implement test and learn initiatives for email and direct mail. Define protocol and measure performance to improve the customer experience, and drive engagement, revenue and retention
- Manage centralized calendar, reporting and communication of all promotional offers in the market for each brand, along with associate revenue. Surface risk to revenue forecasts as well as to individual campaigns
List of Typical Responsibilities For a Senior Manager, CRM Resume
1
Responsibilities For Senior Manager, CRM Business Integration Resume
- Create and implement strategic plan to support the CRM department both globally and domestically
- Design dashboards and reports based on user requirements, requests
- Formulate timelines, test scenarios, and project plans for system upgrades and new implementation efforts
- Strategize system deliverables to achieve deadlines and satisfy stakeholder expectations
- Identify and configure integrations to/from subsystems and service providers
- Understand user requirements, develop system documentation and optimize workflow processes
2
Responsibilities For Senior Manager, CRM Systems Resume
- Steward Salesforce data and governance standards
- Administer and regulate provision of user and role based security in accordance with the internal control framework
- Liaise with global stakeholders and appropriate leadership to adopt new functionality as needed; advocate for the CRM team and department
- Enable business process standardization and improvement
- Engage cross-functional leadership to address systematic issues
- Establish and oversee department budget
3
Responsibilities For Senior Manager CRM Resume
- Action oriented leader who can translate business requirements into technical solutions
- Adeptness in customer service concepts
- Expertise in Microsoft suite of products such as Excel, Word, PowerPoint, etc
- Chair the divisional SFDC and CPQ Steering Committee to ensure tool deployment and enhancements are documented, prioritized and actioned in alignment with global business needs
- Work with marketing organizations to establish business analytics and reporting relative to win/loss, competitor analysis, campaign effectiveness and market analysis
- Implement governance policies and procedures to ensure data is defined and maintained effectively
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