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CRM Services Development Lead

CRM Services Development Lead

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About us

Integrated Business Services (IBS) is delivering valued marketing services as a trusted partner to corporate teams, businesses, and markets. Integrated Marketing Services (IMS) are delivered by an internal team of 800 digital specialists and support operationalization of marketing strategy at scale, with speed and high quality. In the recent years, adoption of services offering have been expanding fast in parallel with business & consumer needs and highly valued by businesses and markets.

Position Snapshot

Location: Linda-a-Velha, Lisbon, Portugal
Company: Nestlé Business Services Lisbon (NBS Lisbon)
Full-time

Position Summary

The main responsibilities of the CRM Services Development Lead are to lead a team in order to become the main driver of CRM Services evolution among key stakeholders, continuously innovate (in terms of services, activities, processes, skills, capabilities and tools), promote CRM related service line best practices with Nestle operation teams across centers, pilot new services, and support the delivery of CRM solutions with the help of the Operations. The expertise in areas of CMS, Consumer Journey, benchmarking, reporting and insights for CRM will allow to interact with existing and potential partners to build trusted partnerships and services. This person will be able to understand business needs (expressed or not) and map them to our services.

A day in the life of...

- Develop relationships with key internal (Group Marketing, Category leads, IT, IBS Operations) and external (agencies) stakeholders
- Represent CRM services within Group Marketing function
- Develop pre-sales materials including business cases and best practices 
- Lead the engagement of projects leveraging newly created service line(s) as well as complex/global projects
- Capture learnings and improvement areas and monitor satisfaction for new activities
- Understand business needs and identify potential new above market activities
- Develop scope of CRM service capabilities around Campaign Management tool, Consumer Journeys, SMS      
- Identify service gaps and improvements based on internal business needs and feedbacks
- Co-create CRM services evolution roadmap with Group Marketing
- Identify innovation opportunities and synergies between vendors/tools and Nestlé to build new services
- Implement ongoing improvements, scout and formalize new opportunities
- Design, build and pilot the new service lines for CRM service (Deliverables include detailed process flow, Standard Operation Procedures, training material, activities/effort mapping,...)
- Continuously identify improvement opportunities demonstrating accuracy and looking for ways to improve and promote quality
- Innovate and create new services in a multi-cultural, multi-market world

What will make you successful

  • +5 years digital and website experience either at an agency or in a CPG company;
  • Proficiency in English is required (spoken and written);
  • Ability to work with remote stakeholders in a multi-cultural environment;
  • Strong communication and interpersonal skills; ability to communicate across multiple reporting levels;
  • Excellent presentation skills. Must be able to create emails, presentations and content that is client ready, grammatically correct, and error free;
  • Advanced HTML and CSS knowledge and experience is required, preferably applied to email;
  • Experience  in coding responsive HTML/CSS emails and troubleshoot for email clients specific limitations;
  • Experience in JavaScript;
  • Hands-on experience with CMT and CRM tools such as Eloqua Adobe Campaign, Salesforce Marketing Cloud or Eloqua;
  • Know of best practices for marketing operations, marketing automation, and email marketing;
  • Demonstrated ability to maintain, create and improve an Email Design System.
     

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.

About us

Integrated Business Services (IBS) is delivering valued marketing services as a trusted partner to corporate teams, businesses, and markets. Integrated Marketing Services (IMS) are delivered by an internal team of 800 digital specialists and support operationalization of marketing strategy at scale, with speed and high quality. In the recent years, adoption of services offering have been expanding fast in parallel with business & consumer needs and highly valued by businesses and markets.

Position Snapshot

Location: Linda-a-Velha, Lisbon, Portugal
Company: Nestlé Business Services Lisbon (NBS Lisbon)
Full-time

Position Summary

The main responsibilities of the CRM Services Development Lead are to lead a team in order to become the main driver of CRM Services evolution among key stakeholders, continuously innovate (in terms of services, activities, processes, skills, capabilities and tools), promote CRM related service line best practices with Nestle operation teams across centers, pilot new services, and support the delivery of CRM solutions with the help of the Operations. The expertise in areas of CMS, Consumer Journey, benchmarking, reporting and insights for CRM will allow to interact with existing and potential partners to build trusted partnerships and services. This person will be able to understand business needs (expressed or not) and map them to our services.

A day in the life of...

- Develop relationships with key internal (Group Marketing, Category leads, IT, IBS Operations) and external (agencies) stakeholders
- Represent CRM services within Group Marketing function
- Develop pre-sales materials including business cases and best practices 
- Lead the engagement of projects leveraging newly created service line(s) as well as complex/global projects
- Capture learnings and improvement areas and monitor satisfaction for new activities
- Understand business needs and identify potential new above market activities
- Develop scope of CRM service capabilities around Campaign Management tool, Consumer Journeys, SMS      
- Identify service gaps and improvements based on internal business needs and feedbacks
- Co-create CRM services evolution roadmap with Group Marketing
- Identify innovation opportunities and synergies between vendors/tools and Nestlé to build new services
- Implement ongoing improvements, scout and formalize new opportunities
- Design, build and pilot the new service lines for CRM service (Deliverables include detailed process flow, Standard Operation Procedures, training material, activities/effort mapping,...)
- Continuously identify improvement opportunities demonstrating accuracy and looking for ways to improve and promote quality
- Innovate and create new services in a multi-cultural, multi-market world

What will make you successful

  • +5 years digital and website experience either at an agency or in a CPG company;
  • Proficiency in English is required (spoken and written);
  • Ability to work with remote stakeholders in a multi-cultural environment;
  • Strong communication and interpersonal skills; ability to communicate across multiple reporting levels;
  • Excellent presentation skills. Must be able to create emails, presentations and content that is client ready, grammatically correct, and error free;
  • Advanced HTML and CSS knowledge and experience is required, preferably applied to email;
  • Experience  in coding responsive HTML/CSS emails and troubleshoot for email clients specific limitations;
  • Experience in JavaScript;
  • Hands-on experience with CMT and CRM tools such as Eloqua Adobe Campaign, Salesforce Marketing Cloud or Eloqua;
  • Know of best practices for marketing operations, marketing automation, and email marketing;
  • Demonstrated ability to maintain, create and improve an Email Design System.
     

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Linda a Velha, PT, 2799-554

Linda a Velha, PT, 2799-554

Apply now »