Program Manager Customer-Centric CRM – Brussels, Belgium

Program Manager Customer-Centric CRM

Start Date ASAP
Duration 6 months

The Customer Intelligence department is the driving force behind the gathering of customer insights, strategic customer projects & RPB’s big data initiatives.
Within the Customer Intelligence department the Customer Analyses & Projects team :

  • Shares customer insights, gathered from client research, external consumer trendwatch within the RPB organization.
  • Coordinates business performance follow-up and gathers a quarterly overview on key marketing projects & deliveries.
  • Leverages on customer intelligence teams outputs such as big data developments to develop & optimize strategic customer projects such as contact strategy, CRM & customer segmentation.
  • Is the business owner of all data privacy & consent management related topics.
  • Develops in depth analyses in order to detect the business drivers behind our strategic KPI results.

The Customer-centric CRM program aims to boost the CRM effectiveness to support the achievement of the RPB revenue targets and Direct Sales ambition of 50% in 2020 through optimized ROI. The program is organised around 5 program streams, all led by one or two key program stakeholders :

  • Campaign ROI optimization
  • Event-based campaigning
  • Campaign governance
  • CRM process & tools
  • Change management

Your responsibilities

As CC-CRM program manager you will be responsible for

  • The program management of the Customer Centric CRM program (develop & adjust program planning & deliverables, align on stakeholders roles & responsibilities, challenge stream outcome based upon program’s ambitions);
  • The animation of the program management’s steering committee with senior management as well as core team meetings with the stream leads;
  • The change management track informing stakeholders on the project deliverables, it’s impact on existing governance, processes & team organisation and make sure all stakeholders embrace this change.

Your profile

  • Education Master
  • Certification ADKAR
  • Languages Requirement French Excellent written and spoken Dutch Excellent written and spoken English Excellent written
  • Experience 5-10 years in commercial and/or business-CRM projects
  • Change management
  • Project management
  • Customer Relation Management tools & campaign management
  • Team player
  • Quick self-starter, pro-active attitude
  • Good Communication and Influencing skills
  • Good analytical and synthesis skills
  • Autonomy, commitment and perseverance
  • Ability to work in a dynamic and multi-cultural environment

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