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CRM Specialist - Customer Marketing

Apply NowApply Later Job ID 960959BR Location Melbourne, Australia Business Disney Media & Entertainment Distribution Date posted May 16, 2022

Job Summary:

The Walt Disney Company is embarking on an exciting new phase in its digital development as it embarks on a comprehensive Data Strategy to better connect with its millions of fans across Australia & New Zealand.

The newly restructured Disney Digital team will support all lines of business is meeting their strategic & commercial objectives through collaboration, innovation and an unrelenting focus on our fans.

The CRM Specialist - Customer Marketing, will work collaboratively with a range of stakeholders to lead the strategy, ideation, journey mapping, stakeholder management, implementation of email builds, reporting, WIP management and more with a key focus on subscriber acquisition and retention.

The successful candidate will collaborate with a range of stakeholders across Disney & ESPN to define audiences, coordinate and schedule emails. They will also work closely with marketing teams and our digital agency to optimise email content: A/B tests, prevent content duplication across sends and tweak content for different audiences (family vs fan-focus).

They will also help set our journey building to automate processes to steer away from ad hoc sends, while implementing 1:1 experiences directly with our customer that will deepen their relationships with us and drive sustainable growth, commercial conversion and loyalty with our brands.

We’re looking for a self-starter, an outstanding relationship builder, and an excellent communicator capable of multi-regional, multi-timezone collaboration. This is an initial 12 month fixed term contract role with high potential to extend beyond.

Responsibilities:

  • Plan and deliver CRM strategies across ANZ lines of business to retain existing customers, increasing brand loyalty, and expanding the company’s brand value
  • Make sure the customer database is correctly segmented in order to target marketing activities appropriately
  • Collaborate with CRM technical agency to define the capabilities and driving the implementation of the required CRM infrastructure
  • Liaise with the central Data Governance and Permission Centre teams to effectively manage ANZ data which includes
    • Data standards and integrity
    • Data audit
    • Data structures
    • User access rights
    • Reporting
  • Strategically plan, execute and assess the performance of individual CRM program strategy within the internal teams
  • Update and maintain stakeholder records within the CRM system
  • Own the responsibility for retention campaigns, right from conceptualization to analysis. This will include idea generation, proposal preparation, overseeing the production process, and execution.
  • Customise and analyze the marketing reports to determine what kind of customer trends the business should respond to
  • Writing training manuals and teaching staff on how to use the CRM
  • Troubleshooting user or software errors that inhibit the efficiency of the interaction between people and technology

Basic Qualifications:

  • 5+ years in CRM or loyalty program management, with focus in data and analytics
  • 5+ years hands-on experience in CRM platforms tools, e.g. Salesforce Marketing Cloud, Braze, Adobe Campaign (or similar Email Marketing platforms)
  • 5+ years experience with email optimisation solutions: Litmus testing, Semrush keyword research, Adobe Analytics or equivalent
  • Proven track record of delivering data-driven CRM campaigns and CRM growth strategies
  • Hands-on SQL query building experience
  • Ability to help figure out how to better integrate the CRM with internal legacy platforms
  • The skill to resolve technical CRM issues, including responding to customization requests
  • Experience with Salesforce Einstein personalisation and Datorama insights & optimisation desirable
  • Knowledge of collaboration tools such as Slack, Team, Jira, Confluence and similar products
  • Experience with working in an Agile process environment will be considered a bonus

Preferred Qualifications:

A little bit about you:
  • Experienced in CRM, KPI & data driven and/or loyalty marketing experience
  • Strong stakeholder management skills, someone not afraid to take the lead
  • Someone to initiate CRM journeys and help marketing teams understand the value of automation instead of ad hoc email campaigns
  • Not shy away from digging into the reporting and applying learnings to steer email campaign strategy
  • Attention to detail, to manage the integrity of the CRM data
  • Organizational skills to help juggle competing demands from marketing, data privacy, and technical data management
  • Someone who loves to work in a fun, collaborative team

Additional Information:

The Disney Digital team is responsible for strategy, development, and operation of our suite of digital products across Disney, ESPN and other key franchises in Australia & New Zealand, serving millions of fans. This exciting new role will fill a key role in advancing our data strategy through web, mobile, data and other assets to drive strong commercial outcomes across the business.

About Disney Media & Entertainment Distribution:

Comprised of the Company’s international business units and various direct-to-consumer streaming services, Disney Media & Entertainment Distribution (DMED) aligns technology, media distribution and advertising sales into a single business segment to create and deliver personalized entertainment experiences to consumers around the world.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with The Walt Disney Company (Australia) Pty Limited, which is part of a business we call Disney Media & Entertainment Distribution.

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