Context

Within the B2C and B2B CRM team, you will be immersed in a position that is key to ManoMano's growth and drive Free BV: the Customer Retention. The CRM team’s mission is to convert qualified visitors into profitable customers, our main objective being to maximize customers’ lifetime value.

As the International CRM Assistant, you will be responsible to build strong relationship between ManoMano and its customers, by leading strategy, design, concept and implementation across Email, SMS and the App, for your specific country, with an impact-oriented, personalized and automated approach.

Main missions

Activation and Animation of our customers :

• Contribute to define your local market CRM communication strategy across our multiple-channels (email / SMS / web push / App push), with a “test and learn” and scalable approach

• Optimize your audience strategy and test different channels, targets and content approaches to best engage our customers

• Animate & activate our customers: schedule and manage multi-channel CRM campaigns in collaboration with commerce, communication team, UX and Product team.

• Select relevant content (w/ advice, category management, country manager)

• Participate in the development of the customer lifecycle by implementing new scenarios and optimizing and adapting existing paths

Reporting / Analysis :

• Monitor and follow key performance indicators on your CRM initiatives and guarantee the reach of our targets on each marketing channel

• Reporting and feedback on CRM performances (Weekly, Monthly) 

• Measure and monitor impact and effectiveness, drive recommendations for improvement

Other missions :

• Benchmark on CRM practices/campaigns, both nationally and locally 

• Contribute to the customer database health checks and CRM tools optimizations

• Contribution on different projects (new services, energetic renovation…)

Preferred experience

• From Business School  / Marketing and Communication university 

• Hands-on experience emailing/SMS/push tools as Selligent, Batch, etc

• 100% customer-oriented

• Strong analytical skills, with a natural curiosity to measure, test, learn and iterate

• Creative / Innovative / Good digital culture 

• Curious, open-minded and willing to learn

• French and English mandatory

• Autonomous and adaptable (able to work in a constantly changing environment)

• Team spirit and excellent interpersonal skills