Customer Journey & Marketing CRM Leader H/F


The Customer Journey & Marketing CRM leader is responsible for defining the customer farming & retention strategy, optimizing customer journey and developing campaigns to maximize customer lifetime value and ensuring tools, data and process are in place to support those activities. He/she is ultimately responsible for customer farming & retention strategy.

Your role?

Customer engagement strategy

  • Bring thought leadership to the business around customer engagement strategies & customer lifecycle management
  • Together with CU leaders, define OVH customer engagement strategies (online & offline)
  • Together with CU leaders, define the end-to-end data collection processes to support such engagement strategies in order to generate and convert digital and/or physical leads into customers
  • Ensure that such data provide an optimal view of the customer motivations & behaviors along the customer lifecycle
  • Build, maintain and optimize Customer Journey to maximize retention & life time value
  • Stay on top of digital trends, competitors, and industry best practices

CRM needs & Data collection

  • Work with key stakeholders across the organization to define the main principles/attributes of customer / prospect / partner needed for our engagement strategies, segmentation needs along the customer lifecycle
  • Closely work with the CRM service owner within the Digital Tools Department to improve the intelligence available for relevant, personalized, real-time marketing
  • Act as a communication bridge between IT functions, marketing and the commercial organization
  • Lead on the development and maintenance of relationships with external data analysis providers to add value to customer data, ensuring that SLAs are in place and regular supplier reviews are undertaken
  • Implement processes to ensure data quality, and drive the implementation of data quality campaigns
  • Maintain a CRM dashboard to monitor CRM data quality & KPIs

Data mining, predictive marketing, triggered campaigns

  • Use data and customer insights to propose the development of comprehensive strategies that achieve engagement and retention goals
  • Together with key stakeholders, define triggered campaigns across the customer journey to grow customer engagement & retention

Your skills
  • Strong ROI mindset
  • Excellent interpersonal skills and the ability to develop positive internal and external relationships at all levels
  • Passionate about the importance of customer experience and the value it can create
  • Embraces and leads change, comfortable taking calculated risks, possessing high levels of resilience.
  • Excel at juggling multiple projects, staying organized and prioritizing deadlines
  • Comfortable in a data-driven business environment and able to pivot readily based on real-time data
  • Positive, and energetic attitude

Your background
  • Bachelor's degree in addition to 10+ years' experience as a proven expert in Marketing
  • A strong track record in Marketing, CRM and customer engagement, ideally gained in high-tech BtoB sector. This should include demonstrable experience of developing and delivering a CRM strategy at scale, resulting in increased customer/supporter value
  • Evidence of working in a changing & complex environment with multiple, divergent stakeholder interests
  • Knowledge of CRM systems, Automation Marketing platforms and data, across on and offline channels, including digital, call centers, direct and events
  • Ability to analyze data and derive insights combined with a logical thinking approach to achieve ongoing improvement and productivity gains in key processes
  • Demonstrable experience of maintaining effective relationships and managing third party suppliers

Votre équipe

Animation clients

Afin d’accompagner la croissance globale d’OVH, notre équipe Animation client met en œuvre et développe notre stratégie d'acquisition et d… En savoir +