Marketing Project Manager, Contact Management

As Project Manager on the Contact Management team, you will be a key part of Marketing’s internal CRM team responsible for helping formulate and execute strategies across multiple business functions to achieve business goals and deliver a brand-right customer experience. Reporting to the Manager, Customer Experience, you will join a fast-paced, innovative, and growing team.
You must have exceptional leadership and project management skills, excellent oral and written communication skills, and a results-focus to promote change management throughout the organization. This includes being able to balance meeting key business goals with doing the right thing for the customer. Analytic, fact-based problem solving and innovative thinking are must-haves. You must take ownership of initiatives and proactively seek out opportunities to improve business efficiencies and the Customer experience.Responsibilities:


Customer Experience is a new group within Contact Management that will work across many business functions, including Customer Service. This position will require project management and analytical skills as well as the ability to work with and lead teams across various business functions to promote change.


Customer Experience ManagementMap and improve key customer touch points across various business functions.
Identify processes to remove customer irritants, reduce costs and improve the Customer experience.Support the development of brand-right customer contact guidelines; work with cross-functional teams to improve/ensure adherence of these guidelines.
Process ManagementSupport the general business owner of key cross-functional processes, including Plastics processes, Point-of-Sale, and Authorization communications.Document and analyze key cross-functional processes and Customer experiences.Assist in leading the cross-functional teams to identify opportunities and implement actions to improve business efficiencies and the Customer experience (i.e. coordinate single approach across functions, ensure consistency, reduce redundancy, eliminate irritants).Customer Service Liaison and PlanningWork with customer service regarding key marketing events.Analyze assumptions used to create sales plan, incentive impacts and sales strategies in order to support Customer Service in tracking performance against plan.Conduct and document regular customer experience reviews with Customer Service and other business stakeholders. REQUIREMENTS
REQUIRED SKILLS:
Solid understanding of marketing principles, programs, and communications
Experience in leveraging technology to deliver business solutions
Financial analysis skills essential, including planning and forecasting
Excellent oral and written communication skills
Exceptional project management skills and experience working in a cross-functional position
The ability to gain buy-in and promote change throughout the organization
5 years relevant experience
Bachelor’s degree. Master’s Degree preferred
PC competency required (Word, Excel, Powerpoint, etc.).
DESIRED SKILLS: