Beschreibung
Purpose of the Job
Objective of the cRM roadmap at the Center: Support the markets in growing loyalty and advocacy as well as media efficiency through their consumer data bases/consumer engagement programs (tied into the 2014 Social & Digital Roadmap).
Leverage Nestlé's scale to provide tools that help deliver the strategic objectives while packaging best practices through functional leadership.
Coordinate market adoption on the digital marketing side of key tools: consumer centric data base (Microsoft solution) and campaign management tool (Neolane) as well as the analytics stream that provides support with measuring the business impact of cRM programs.
Work very closely with internal technical teams and IT integration partner to test, validate and enhance the core models of these solutions during development and implementation in markets.
Main Responsibilities
Identify and represent markets' requirements to the IT integration partner on two key tools: consumer centric data base (Microsoft solution) and campaign management tool (Neolane) as well as the analytics stream that provides support with measuring the business impact of cRM programs. It implies:
* Give functional requirements to enhance the tools
* Segment process model/Process Mapping
* Identify, design and validate business processes, capture best practices from the markets
* Act as community manager on Chatter to facilitate collaborative work between markets
* Participation to the validation of the Core Model with markets and governance group. This also includes the testing of new application functionalities
* Facilitate market adoption by validating training materials and participating to initial training sessions
* Provide input and validate briefing and communication contents for cRM program management
Deliverables
* Detailed functional requirements
* Fit-Gap management (ongoing)
* Process segmentation and prioritization
* Business processes review and update
* Training material in place for markets
* Communication decks - as required
Key Competencies/Skills
Strong decision making and judgment skills (ability to make logical, pragmatic and structured decisions) (HD)
Functional and Technical analysis skills with international mindset (HD)
Fluent in English both written and spoken (HD).
Ability to think out of the box and find alternative solutions to critical issues (HD)
Ability to easily communicate and reach alignment among individuals
Pragmatism, pro-activity, open-minded, openness and flexibility. Strong communication skills. Well organized. Client service orientation.
Knowledge
CRM Expertise in multi-channel Direct Marketing processes, especially data bases and Neolane implementation
Knowledge of project management methodologies - Must Have
Significant experience in B2C and Digital Marketing - Must Have
FMCG experience - Nice to Have
Team Management - experience in putting a service delivery orientated; yet collaborative & respectful working environment in place - Must Have
Start: ASAP
Duration: 6 months
Languages: French and English
Location: Vevey