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CRM Specialist

Company: Protective Life Insurance Company
Location: Birmingham
Posted on: March 18, 2023

Job Description:

The work we do has an impact on millions of lives, and you can be a part of it.We help protect our customers against life's uncertainties. Regardless of where you work within the company, you'll be helping provide protection and peace of mind when our customers need it most. Protective has an opportunity for a seasoned CRM leader to guide and execute the CRM strategy for the Asset Protection division of the organization. This role will be in the Marketing department with a focus on working across the division's functional areas to enhance VRM strategy and lead the activities to improve all CRM capabilities for the division. The right candidate for this opportunity will be a collaborative leader with deep CRM knowledge, the ability to work independently and be hands-on with implementing CRM programs. Knowledge of working with MS Dynamics is a major plus. Responsibilities:

  • Leads CRM activities in data collection on customer insights concerning CRM programs and the business as a whole. This is for the purpose of ensuring that there is consistency in data-driven decision-making and strategy formulation within the division and in CRM campaigns and programs.
    • Determines the scope of support necessary from other organizational departments such as the IT department in order to support CRM programs and follows up on establishing those relationships.
      • Plays a key role in the development and maintenance of relationships not only internally but also externally with various service and data analysis providers in order to drive the most value from CRM.
        • Working collaboratively across nearly all functional areas within the division and the Marketing team leads the formulation of CRM strategies and programs/campaigns and ensures that they stay aligned with the business's overall objectives. Also tasked with structuring those strategies and campaigns against allocated budgets and playing a leading role in the CRM budgetary allocations.
          • Develops, manages, and reviews the annual CRM budgets and makes forecasts, ensuring that all CRM programs fall within the allocated budget and timeline.
            • Plays a major role in devising and implementing business planning against key performance indicators and financial projections, taking appropriate corrective measures if required in order to maximize on the business prospects in terms of revenue and profit generation.
              • This is also a collaborative position including working closely with the Sales department by providing the personnel with his expertise in sales decision-making as well as engaging in consumer acquisition and retention approaches that complement and support sales efforts.
                • Serves in lead role in the formulation of CRM strategies, campaigns, risk management measures, and solutions as well as the determination of budgetary allocations within the department.
                  • This position has analytical responsibilities, with monitoring and evaluation of CRM campaigns and activities in order to measure ROI, prioritize resources, and enable continuous improvement in customer acquisition and retention initiatives. In this capacity, the role also conducts consumer experience research, consumer segmentation, and consumer roadmap analyses.
                    • Consistently evaluates customer and prospect data, in terms of customer behavior, program engagement, rewards redemptions, user experience analyses, as well as business performance metrics in order to realize areas of improvement in the business with focus on driving better results in consumer acquisition and retention.
                      • Also monitors and conducts research on trends in the CRM field within the commercial sector and identifies emerging opportunities that the business could capitalize on and gain a competitive advantage in terms of consumer acquisition and retention.
                        • The position also performs other duties as he deems necessary in the execution of his duties and duties as assigned. Qualifications:
                          • Bachelor's degree in Marketing, Economics, Finance, Public Relations, Business Administration, Information Technology, or any other related field.
                            • Minimum of 7 years of experience in CRM working in a fast-paced and competitive market setting, preferably as a Senior CRM Manager. This should be inclusive of proven experience in developing and delivering CRM strategies for a business, resulting in an increase in consumer value and revenue. Must also have knowledge of CRM systems and data in offline channels, inclusive of call centers, direct, and events.
                              • Proven experience in CRM campaigns from conceptualization to its successful completion, demonstrating exceptional leadership and management skills in the process. Must also have experience in creating high-quality reports and documentation for both internal and external audiences in an attempt to further enhance CRM efforts.
                                • Experienced in budget development and the establishment of procedures for the purpose of monitoring progress against the business's plans and objectives and ensuring the best application of finances and other resources.
                                  • Communication Skills: Communication skills are an important quality, both in verbal and written form. Being a collaborative position, effective execution of cross-functional and departmental duties will be highly dependent on the clarity of communication down the line.
                                    • Ability to create reports generated in the execution of analyses. These reports are presented to senior management and key stakeholders and must be well-structured, clear, concise, easy to understand, and unambiguous. Must also be capable of defending the conclusions and proposals resulting from findings/reports in an articulate and convincing manner.
                                      • Analytical Skills: Must have a keen interest and ability in conducting analyses of data and deriving insight from those data analyses. This should be coupled with logical thinking in approaching issues in order to achieve productivity gains and ongoing improvement in key processes.
                                        • Must have an understanding and experience of tools and targeting systems, most notably, Microsoft Dynamics, Power BI, and SharePoint. Experience with integrating or managing other related platforms such as Eloqua, SiteCore, Simplrr, and Adobe DAM is an advantage.
                                          • Microsoft Office/Software knowledge and experience are a must. Salary and Incentives:Protective's targeted salary range for this position is $90,000 to $115,000. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective's total compensation package for employees. This position also offers additional incentive opportunities through an annual incentive based on individual and Company performance.Employee Benefits: We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective's platform to improve wellbeing while earning cash rewards. Eligibility for certain benefits may vary by position in accordance with the terms of the Company's benefit plans.
                                            Diversity and Inclusion: At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.
                                            We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace unique skills and abilities. Our aim is to create an equitable and accountable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.
                                            We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing the talents of a diverse and inclusive workforce.

Keywords: Protective Life Insurance Company, Birmingham , CRM Specialist, Accounting, Auditing , Birmingham, Alabama

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