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eCRM Specialist

Reference: JSOB105905
Location: London
Salary: Negotiable
Job Type: Permanent
Job Sector: Sales & Marketing
Date Posted: 03/02/2010
Recruiter: Aquent

My client is a global agency with a strong portfolio of brands throughout the world. They are currently seeking a eCRM specialist with knowledge of the automotive industry to be based at their London offices. The eCRM project is part of the broader Internet Excellence initiative with the ultimate goal of delivering a central single customer view. This allows for more sophisticated targeting, personalisation, relevant messaging, analysis and segmentation, measurement and reporting and channel optimisation.

A key outcome of the eCRM project is a centrally implemented, European prospect management program. This consists of a series of relevant well timed e-comms which are mapped against the customer and prospect journey, coupled with web based activity.

The Account Director will be responsible for the refinement, delivery and deployment of the ERM strategy to deliver this project across multiple markets in Europe.

The Account Director will be highly skilled in the Client, Internal Agency and 3rd Party relationship building required to deliver this high profile project. This will ensure strong involvement and communication with the internal Department teams working on the project.

Working alongside the Client Partners (partnering the RBU s) this individual will report directly into the Senior Account Director and will be required to work closely and competently with the data, digital, creative and production teams.

Key areas of responsibility:
1) Refinement and delivery of ECRM strategy
The Account Director will work with strategy to refine and deliver the ECRM strategy across multiple markets in Europe (mainly G5). Specifically this will include the following:
Ensuring that the strategies recommended by my client should be consistent with their client's business and marketing objectives and take into account the ambitions as a challenger brand and their need to build trust.
Strategic recommendations across all aspects of the customer and prospect - reviewed and revised on an ongoing basis.
Effective working with internal strategy department in order to consolidate consumer insights that may feed into the ongoing planning cycle
Effectively delivering credible presentations on ECRM to Senior Marketing personnel.
Ensuring that the defined Scope of Work 10 is closely adhered to and guidance provided to all departments on clear Scope deliverables vs Incremental opportunities
Ensuring that the Regional Business Units (RBU s) Presentations are delivered to a high standard and that my client is consistently regarded with the markets as the most credible and competent deliverer of ECRM programmes
Effectively liaising with the Regional Business Units (RBU s) and consulting with them about local ECRM plans and ensuring that these are fully integrated into the Central platform
Building close working relationships with Client Partners. Providing effective advice and guidance to Client Partners on overall strategy and local market deployment issues
Writing effective European business cases in order to support agency written proposals and our sales propositions
Ensure effective, integrated and productive interagency relationships with other appointed Agencies
Identify and act on incremental ECRM opportunities

2) Data analysis/Data planning

The Account Director is responsible for supporting data integration. Specifically this includes the following:
Working effectively with the data department in order to develop a comprehensive knowledge and understanding of the data scope and deliverables for ECRM.
Ensuring Client Service representation at key meetings (all involving Client) and that key action points/follow up is cascaded throughout the team
Working effectively with the Client Partners in order to develop a comprehensive knowledge and understanding of the prospect and customer segments in various different markets.
Effectively liaising with Client Partners on targeting activity in order to enable client partners to keep their markets informed of the final segments targeted

3) Building and maintaining effective Client relationships with key Client contacts:
The Account Director is responsible for ensuring that all the key relationships involved in the ECRM project are working effectively to ensure all deliverables are produced on time and to pre-agreed budget.
Also to demonstrate:
Confidence in interrogating briefs, using initiative and constructively challenging client and RBU's + 3rd parties where necessary to ensure best solutions.
Engagement with the Client in a timely, relevant and professional manner
Building strong working relationship with online partner agencies on a consistent basis to effectively deliver key work streams involving both parties
Ensuring that all key parties are working to a clearly defined Scope of Work
Leverage Client Partner relationships to ensure RBU's are fully engaged at critical deployment stages
4) Overall project management

The Account Director is responsible for managing the roll out of the programmes key work streams: Specifically this includes the following project manager responsibilities:
Ensuring project scope is communicated to the wider team and updated as required
Timely delivery of each of the project elements
Effectively working with the Client Partners/Internal Depts in order to ensure the development of creative concepts which are relevant to and translatable across multiple markets.
Ensuring all creative/copy is on brand/adhering to my clients tone of voice for ECRM
Effectively challenging Client feedback when appropriate.
Update Inter-Agency on the status of ECRM and continue to raise the profile of my clients ECRM Agency

5) Maintaining account profitability:
Effectively compiling ECRM budgets for client approval, ensuring an appropriate balance between delivering value for money for the client while generating appropriate profit margins for the agency. Reporting regularly to the Group Account Director on ECRM financial status.
Identifying business opportunities for the agency and proactively selling ideas in to client.

Key knowledge/experience required:
sound Account Director experience
Experience in delivery of Digital programmes essential.
Good knowledge and understanding of Data and Production processes.
Strategically strong.
Automotive experience is preferable.

Key skills required:
Excellent interpersonal skills. Ability to develop strong and ultimately profitable relationships with clients and highly productive relationships within my client
Excellent presentation skills (the AD is required to deliver presentations to senior clients and to groups of up to 40 people).

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