CRM Manager

Job Summary: The CRM Manager will deliver the consumer acquisition and retention strategies, manage the programs, and monitor performance to drive consumer experience as well as long-term profitable growth for the business. In this role, he/she will coordinate with key groups within the organization to boost the brands’ presence and increase customer engagement. To be successful in this position, he/she should have significant experience with Customer Relationship Systems and KPI metrics. He/she must be able to identify new opportunities and proactively address customer concerns. And ultimately, drive significant increase in revenue and achieve business goals by building a customer-oriented program.

Essential Functions:

• Strategic leader / owner of acquisition and retention plans 
• Monitor / manage relationships with existing customers. 
• Develop and implement marketing techniques that will drive new customer acquisition.
• Ensure the CRM tool(s) provide an effective sales funnel and develop. 
• Set specific marketing strategies for current and new programs / initiatives.
• Plan, manage, and drive multi-channel marketing campaigns.
• Suggest new methods to address customer’s needs – test / learn.
• Track and analyze core marketing metrics and trends 
• Assist with organizing promotional events to reach prospective customers.
• Strategic owner of CRM roadmap / tools to ensure systems are in place to efficiently drive the business.
• Conduct market research to follow trends and competition.

Required Skills/Abilities:

• Makes clear decisions, which may involve making tough choices.
• Takes responsibility for actions and projects.
• Takes initiative and acts with confidence.
• Demonstrates excellent process, project, and planning. 
• Customers focus.
• Thinks about the Lifetime Value of a consumer
• Listens, consults, and communicates proactively.
• Manages conflict and turns it in a win-win situation.
• Focuses on business needs and customer experiences. 
• Accepts and tackles demanding goals with enthusiasm.
• Is result oriented and consistently achieves goals and objectives.
• Ability to prioritize, plan, and pivot quickly as consumer expectations change.
• Deals with ambiguity, making positive use of the opportunity it presents.
• Writes clearly, succinctly, and correctly in an engaging and expressive manner. Is concise, well-structured, and logical. Structure’s information to meet the needs and understanding of the intended audience.
• Prepares and makes presentation with skill and confidence; is experienced in developing impactful presentations.
• Expresses information and key points of a topic clearly and concisely
• Prepare, participate in, and/or lead projects as required.
• Technical and Functional team skills 
• Fluent communication skills in English
• Able to proactively question and challenge to prioritize and identify solutions in timely manner.
• Ability to remain objective and exercise good judgment, decision making, diplomacy and discretion.
• Excellent problem solving and conflict resolution skills.
• Ability to maintain confidentiality and deal appropriately with sensitive issues.

Education and Experience:

• Proven work experience as a CRM Manager or similar role
• Solid background in customer acquisition and retention strategies
• Technical expertise with CRM and analytical systems
• Knowledge of online marketing methods and best practices
• An ability to manage marketing projects end-to-end.
• Strong communication skills along with a customer-oriented attitude
• BS in Marketing or relevant field
• Experienced/Proficient in Microsoft Word, Power Point, Excel, and Outlook and Site/Merchandising Business Tools (CMS)

Travel Requirements:

• Periodic travel between Gibson Brands locations, to commercial meetings, dealer meetings, and Gibson Brands tradeshows events may be required (approximately 5-10%).

The company’s Job Descriptions are not intended to be a complete detailed account of all expected/anticipated activities. We operate in a fast-moving and competitive global environment and therefore need employees to be flexible. 

FOR YOUR SECURITY AND PROTECTION - PLEASE NOTE THAT ANY CORRESPONDENCE FOR POSITIONS WILL BE EITHER FROM ADP/WORKFORCE OR FROM A GIBSON.COM EMAIL ADDRESS.