Job Description: CRM Project Manager is responsible for improving the Customer’s lifecycle Value. He is responsible for managing workflow of CRM projects through all the channels.
He is able to suggest the best way to segment our customers, prospects and visitors and also our hotel partners. He knows how to build a reporting and explained his performance to the top management. CRM Project Manager reports to the Head of CRM.
As a CRM Project Manager for Jumia Travel, you will be part of a self-motivated, highly analytical and business oriented team.
Your responsibilities include:
Manage the overall strategy on how Jumia communicates to its consumers, to generate engagement, loyalty and sales
To define an operational roadmap of triggered communications accordingly to the Customer knowledge’s inputs coming from local markets & BI Team.
Setup, improve, and optimize communications to constantly improve customer conversion and retention KPIs through all the channels: Email, SMS, Push notifications, website, mobile site.
Engage users with onsite customization triggered campaign through our engagement platform
Oversee the automation of the majority of customer campaigns;
Lead and drive the focus on testing, optimizing and data driven decision making
Support an increasing number of relevant, targeted communications, which would include working on technical integration with the CRM Developer and existing providers as needed
Inspire the wording content for all the communications accordingly to the Brand Guidelines.
Earn love from our Hotels partners by developing the Hotel Partners loyalty contact plan: To define an operational roadmap of triggered and direct communications.
To support the Booking Process Automation:
Ensure proper execution of Transactional communications both side hotels partners & customers, across all channels: Emails, SMS, PN
Work with Ops team to increase the automation of the booking process from booking confirmation to cash collection.
Demonstrate a capacity to propose technical innovation to set up.
Coordinate with different departments to make sure high quality content production and campaign generation.
Work closely with the local teams to ensure that customer communication strategy meets requirements, gather feedback and learnings
Report the performance in order to optimize the different projects.
Profile requirements
Degree in Business, Marketing or related field
3+ years’ experience with a solid foundation in Digital or CRM project management
Strong analytical background and communication skills
Excellent communication skills both verbal and written in English
Advanced level of computer literacy in Microsoft packages, SQL & HTML.
Fast learner, accurate, systematic and methodical
Ability to organize and prioritize tasks
Self-motivated and driven
